Language Fluency: English (Required)

Work Shift:

Please review the following job description:

Essential Duties and Responsibilities
Following is a summary of the essential functions for this job. Other duties may be performed both major and minor which are not mentioned below. Specific activities may change from time to time.

1. Serve as first line tactical conduit for communication between Truist HR teammates and the service provider(s).
2. Serve as the subject matter expert for the delivery and oversight of assigned services to include but not limited to accommodations benefits leave of absence and time off programs payroll Workday and teammate relations
3. Ensure operational efficiency while adhering to all regulatory requirements and delivering a superior teammate experience.
4. Delivers daily direction and communication to the vendor to ensure all inquiries are answered within service level requirements and quality standards.
5. Structured coaching to provide quality service for immediate needs and solutions for the future.
6. Partner with HR enablement team to improve policies systems procedures and provide input on initiatives resolving issues and execute business objectives.
7. Identify and resolve operational problems using defined processes expertise and judgement while supporting the adoption of technology solutions. Have sound and comprehensive understanding of the business and organizational strategies and processes.
8. Performs ongoing monitoring of vendor to include: Service levels Tracking/remediation vendor performance management framework - scorecards improvement plans etc.
9. Ensure that the vendor(s) are following established policies procedures guidelines regulations and laws to protect both our teammates and Truist from any unnecessary risk following the established risk management practices to meet compliance and audit requirements.
10. Serve as point of escalation for complex issues and promptly identify trends and take appropriate action to implement solutions to minimize disruption or potential risk.
11. Research analyze and provide accurate responses which adhere to compliance ERISA FMLA ADAAA and/or other leave entitlement regulations to vendor inquiries with minimal guidance. Maintain in depth knowledge of and ability to effectively communicate benefit leave time off plans and payroll/WD processes.
12. Facilitates vendor Quarterly Business reviews (QBRs) Monthly Business Reviews (MBRs)Archer maintenance TPRM Archer maintenance and scorecard requirements.
13. Works with second line of defense (e.g. Operational Risk Management (ORM) Compliance) to ensure corresponding risks are being managed and mitigated per second line expectations and coordinate vendor risk reviews across second line of defense IT Risk management functions etc. while serving as the Tier 1 control owner.
14. Identify coordinate moderate or deliver agent training and ensure compliance of training is completed.
15. Ensure security access levels are appropriate for vendors by monitoring system access requesting and removal of access within all applicable Truist HR systems.
16. Evaluate and monitor all supplier reporting to determine accuracy program enhancements and contract alignments for regular program touchpoints.
17. Create and update Tier 1 procedures inclusive of job aids and supplemental documents as applicable.

Additional Responsibilities:
1. Ownership of Tier 1 ServiceNow Knowledge articles.
2. Identify and approve Supplier Standard Operating Procedures.
3. Identify and approve new case management system functionality for Tier 1 inclusive of IVR functionality enhancements.
4. Track and manage escalations with Truist on supplier performance.

Qualifications
Required Qualifications:
The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelors degree or equivalent work experience.
2. A minimum of 5 years of experience in Human Resources.
3. Proven leadership skills with a minimum of 3 years of management experience as a people leader with ability to exercise judgment in solving technical operational and organizational challenges in the context of business objectives and priorities.
4. Experience with managing service delivery based on key performance indicators such as SLAs.
5. Minimum of 3 years Experience as a supplier/vendor manager.

6. Ability to analyze information and convert related activities into a comprehensive work plan.
7. Strong communication skills including active listening.
8. Ability to multi-task and drive multiple projects.
9. Ability to work independently in a fast-paced environment with changing priorities.
10. Proven ability to handle confidential non-public or otherwise restricted information with integrity.
11. Demonstrated problem-solving time management and priority setting skills.
12. Demonstrated proficiency in basic computer applications such as Microsoft Office software products especially Microsoft Excel.

13. Ability to travel internationally: 15% travel required

Preferred Qualifications:
1. Discipline specific certification
2. PHR/SPHR/SHRM Certifications
3. Experience with Workday and Workday Recruit
4. Experience with Salesforce and ServiceNow
5. Ability to travel internationally and domestically.
6. Experience with third-party suppliers