Team Manager - HR Customer Service Delivery (Alajuela, Costa Rica)

at  Smith Nephew

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
Are you interested in making a global impact?
Job Description
The Global Business Services (GBS) HR Lead will support the HR Regional Manager with the embedding of the GBS service provision. The role will support the integration of activities and services, whilst ensuring the GBS centralized location is set up to receive and operate these activities, with specific focus on the constant development of process, policy, and calibration of service provision. The HR Services Lead will manage the daily activities of the HR Coordinator team that are providing services into the designated countries within the region.
What will you be doing?

Team Management

• Contribute to the recruitment and induction of new employees by building training schedules and daily touch base meeting with the new coordinator.
• Support the development of GBS employee experience, including employee career path development, employee engagement, and development of an overall S&N and GBS integrated culture
• Regular 1:1 session with team providing coaching and guidance. Handling performance improvement, disciplinary and termination procedures. Implement and monitor quality assurance strategies and documents.
• Performance Management, Promote and support effective team working through good communication and regular team meetings, actively promoting a culture of continuous improvement.

HR Process Management/HR Delivery Excellence

• Support the global landscape of HR Services processes and integration of countries in GBS central locations.
• Support the migration of processes from countries into GBS.
• Support in the coordination of the checklist, risk mitigation executions and integration of activities into the GBS Centre.
• Support with integration of processes with configuring, testing and support of Workday
• Support compass administration and document control
• Ensures country compliance to legislation updates on a country by country view, including the update of any legislation changes to policy whilst ensuring these are maintained on compass and communicated to the business.
• Partners with HR Regional Manager to review service provision, changes, updates, and calibration activity and assess GBS impact.
• Daily management of HRC activities
• Working closely with Service Management team and using the SNOW Case Management system to ensure team operatives effectively and meets relevant KPI’s.

Process Improvements, Projects & Metrics

• Adherence to metrics and work within agreed Service Level Agreements
• Minimal error rates and analyze customer dissatisfaction
• Support HR and COE functions in projects as required

• Support and promote feedback mechanisms for employees to influence the continuous improvement of services and processes within GBS.

  What will you need to be successful?

Requirements

• Bachelor’s university degree
• Advanced English skills
• Advanced Portuguese skills is a plus
• Three or more years’ experience in shared services required
• One or more years’ supervisory or group coordination experience required.
• Training and coaching experience.
• Thorough understanding of Shared Services related processes, concepts and deadlines.
• Human relations and leadership skills
• Strong interpersonal skills and communication skills are required.
• Strong computer skills are required.
• Strong analytical and problem-solving skills essential.
• Expertise in shared services functions

You. Unlimited
We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about
Employee Inclusion Groups
on our website.

Other reasons why you will love it here!

• Your future: stock purchase program, referral bonus, subsidy in transport and food, recognition program.
• Work/Life Balance: Extra days off, birthday off, voluntary hours.
• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave,
• Flexibility: Hybrid work model (for more professional roles), flexible schedules.
• Training: Training program, unlimited learning.
• Extra perks: employees association, and more…

Please refer the Job description for details