Workforce Operations Lead 1

We are the leading provider of professional services to the middle market globally our purpose is to instill confidence in a world of change empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled inclusive culture and talent experience and our ability to be compelling to our clients. Youll find an environment that inspires and empowers you to thrive both personally and professionally. Theres no one like you and thats why theres nowhere like RSM.

USI Workforce Operations Lead

Reporting to the Workforce Operations Manager the USI Workforce Operations Lead will provide on the ground daytoday oversight to all USI Workforce Operations Specialists/Sr Specialists that collectively will execute and support HR transactions in Workday and a variety of other centralized operational processes spanning the employee lifecycle which may include onboarding talent programming mobility offboarding and employee relations/compliance.

This role will be responsible for providing daily leadership and monitoring ensuring all case requests are worked to completion and meet the established service level agreements while ensuring compliance with global firmwide processes and local legal requirements in India. This position will focus on continuous improvements to maximize efficiencies while providing exceptional consistent and timely service.

Strategic Leadership

• Contribute to strategic leadership aligned with Workforce Operations goals and objectives to enable excellent client support for key talent operational processes related to the employment lifecycle

• Collaborate and work crossfunctionally with various talent stakeholders to support efficient and effective end to end operational processes
• Identify and make recommendations for continuous improvement and administrative opportunities throughout Workforce Operations functions
• Support streamlining of processes and driving continuous improvement driving global transformation initiatives

Service Delivery & Process Improvement

• Act as subject matter expert for Workday HCM business processes and transactions managing the day to day administration of the local Workforce Operations team to ensure that workflow and processes are completed timely consistently and accurately and that issues are addressed and resolved
• Assist with troubleshooting technical issues and implementing solutions
• Research resolve and respond to escalated cases from HR Service Desk (i.e. Talent Compass) HR Business Partners or Payroll Specialists
• Identify improve and/or eliminate barriers/challenges to enable team to achieve success
• Partner with Workforce Operations Manager to participate in system testing for software updates and business process changes in Workday
• Conduct regular audits of Workforce Operations processes to support data integrity accuracy and compliance
• Monitor and report on HR Service Desk metrics to ensure that service level agreements (SLAs) are met and excellent client service is maintained
• Supervises quality review of tickets to drive service improvement
• Support maintenance of process documentation and create documentation as needed
• Lead or support Talent Operations projects/initiatives to ensure key operational and system processes enable success

Team Management

• Provide day to day direction and oversight of local Workforce Operations team responsible for most employee lifecycle transactions (from onboarding to offboarding) and talent compliance through the use and optimization of Workday and other systems
• Address knowledge gaps related to Workday processes; provide or coordinate additional training for team as needed
• Coach train and provide development opportunities to develop staff
• Provide performance feedback with direct reports as required and per established performance planning and review processes within the firm

Other duties as assigned

Minimum Requirements

• Associates or Bachelors Degree in Human Resources or related degree and/or minimum of 6 years of equivalent experience
• Must have a good understanding of HR service delivery administration
• Working knowledge of Human Resources Payroll Benefits or other Talent related end to end processes
• Excellent written and verbal communications
• Strong attention to detail and quality
• Ability to handle assignments that are of a confidential and complex nature with considerable discretion judgment and tact are essential
• Demonstrated ability to utilize HRIS applications and understanding of downstream implications of transactions

Preferred Requirements

• At least 4 years of experience in operational support HR transactions experience preferred
• Experience working with HRIS systems preferably Workday
• Experience in a service desk environment preferably in the HR space and with service desk platform such as ServiceNow
• Key competencies include proven management skills strong customer service focus accuracy and attention to detail in work proven organizational analytical and problemsolving skills and strong oral and written communication skills
• A continuous improvement mindset and an exceptional customer service focus are critical for success along with a strong detail and problemsolving skills
• Ability to think strategically and anticipate potential challenges before they occur or escalate
• Ability to deal with own and others mistakes and failures in a constructive way
• Ability to work collaboratively with peers internally and external business partners
• Highly organized with strong attention to detail and strong followthrough skills
• Ability to manage concurrent projects and/or programs
• Ability to work well under pressure; meet established targets and goals in a high volume fastpaced and rapidly changing work environment
• Ability to work independently effectively prioritize work and consistently meet daily weekly and monthly deadlines

At RSM we offer a competitive benefits and compensation package for all our offer flexibility in your schedule empowering you to balance lifes demands while also maintaining your ability to serve more about our total rewards at

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans and Indian Armed Forces Personnel status; predisposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/ is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application interview or otherwise participate in the recruiting process please send us an email at .