SBS Global Employee Services Support Hub Supervisor

The Support Hub Supervisor will build and lead a team that serves as the first point of contact for employees while also acting as an escalation layer between the analysts and the Tier 2 COEs for complex issues requiring knowledge of Hire to Retire (H2R) processes integrations and systems. Systems include but are not limited to Dayforce Oracle HCM and UKG as well as case management platforms (ServiceNow) and related tools. This role will drive operational excellence through Service Level Agreement (SLA) compliance knowledge base and article maintenance and continuous improvement initiatives while also ensuring technical rigor in troubleshooting testing and system stabilization. The Supervisor will establish scalable processes for global coverage across NOAM EMEAI and APAC. This position requires a strong blend of service leadership technical knowledge and process optimization skills to deliver a world-class support model and exceptional employee experience.

1. Global Employee Service Hub Leadership

   • Build and lead a global team responsible for Tier 0 and Tier 1 case intake triage and resolution across Employee Services functions

   • Oversee multi-channel support (portal chat phone email) ensuring SLA compliance quality standards and exceptional employee experience

2. Knowledge Management & Self-Service Optimization

   • Develop and maintain a robust knowledge base and self-service content to reduce ticket volumes and improve first-contact resolution

   • Implement strategies to empower employees in self-service and reduce dependency on live supportA1

3. Global Coverage & Process Standardization

   • Implement a support model to ensure consistent service delivery across NOAM EMEAI and APAC

   • Harmonize processes globally while adapting to regional compliance and requirements

4. Operational Excellence & Reporting

   • The Customer Success Director will define the teams Key Performance Indicators (KPIs) but the Supervisor will be responsible in monitoring Service Level Agreement (SLA) attainment first-contact resolution customer satisfaction (CSAT) backlog mean time to resolution (MTTR) and provide actionable insights to leadership

   • Drive continuous improvement initiatives to enhance efficiency reduce repeat contacts and improve the overall employee experience and adoption of case management tools and resources

5. People Leadership & Development

   • Recruit coach train and develop service hub team members on end-to-end hire to retire (E2E H2R) processes encouraging knowledge sharing among the varying levels of experience

   • Establish clear goals and career paths for all team members

   • Foster a culture of accountability customer service collaboration and innovation

6. Risk Management & Compliance

   • Ensure adherence to data privacy security standards and regulatory requirements across all regions supported

   • Support audits and maintain accurate documentation for compliance purposes

1. FORMAL EDUCATION:

   1. Required:

      1. Bachelors Degree in Human Resources Business Administration Information Systems or related field.

2. KNOWLEDGE & EXPERIENCE:

   1. Required:

      1. At least 4 year(s) in working experience in Employee Services Customer Service Desk or IT/HRIT systems support

      2. Experience leading a team directly or indirectly

      3. Strong written and verbal English communication

      4. Global Shared Services experience is a plus

      5. Very good written and spoken English

   Preferred:
   1. Experience working with UKG Dayforce and/or HR Systems(Oracle HCM Workday SuccessFactors etc.)handling operations troubleshooting and/or implementation

   2. Experience in help desk case / ticket management (e.g. ServiceNow HR Service Delivery JIRA Zendesk) and knowledge base administration

3. Working understanding of H2R processes including Time to Pay Workforce Management and HR Administration

4. Strong customer service orientation and empathy

5. Proven ability to analyze troubleshoot and resolve issues in high-volume time-sensitive environments

6. Strong organization prioritization and follow-through; able to manage across time zones

7. Ability to teach and coach others; experience facilitating training and workshops

8. Demonstrated ability to influence cross-functionally with and without direct authority

9. Curiosity and initiative to learn new systems and processes quickly; embraces change
   
   3.TECHNICAL/SKILL REQUIREMENTS:

   Required:

   1. Microsoft Office products

   Preferred:

   i. Experience working withUKGDayforce and/orHR Systems (Oracle HCM Workday SuccessFactors etc.)handling operations troubleshooting and/or implementation

   ii. Experience in help desk case / ticket management (e.g. ServiceNow HR Service Delivery JIRA Zendesk) and knowledge base administration