Colleague Services Delivery Manager

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Colleague Services Delivery Manager (with German Language) Apply remote type Hybrid locations Konstruktorska 13, Warszawa 02-673, Poland time type Full time posted on Posted 30+ Days Ago job requisition id

Date Posted:

Country:

Poland

Location:

Konstruktorska 13, Warszawa 02-673, Poland

Key Accountabilities:

Strategy

• Work collaboratively with other members of Colleague Services, HR CoEs, and HR Business Partners in support of Otis business and HR strategy.
• Provide insight and support for Colleague Services global & regional strategy and service delivery model.
• Support continuous efforts in adopting Otis People Strategy and Colleague Services Strategy.

HR Operations Service Delivery

• Ensure Colleague Services HR Operations team is established as the 'point-of-contact' for all colleagues and people managers' HR Tier 0 / Tier 1 / Tier 2 type of inquiries.
• Ensure all transactional and administration case activity is completed on time and within agreed SLA's. Implement sampling checks to confirm the expected quality is maintained.
• Provide commentary on the monthly service partnership and suggestions for service improvement to Director Colleague Services Europe Service Delivery Organisation, HRBPs, and HR CoEs Leads as appropriate.
• Coordinate the HR Operations Service Delivery efforts in constantly looking for ways to optimize the support available to our colleagues at Tier 0 / Tier 1 / Tier 2 level.
• Ensure the team maintain comprehensive case details in the Otis case management system in line with GDPR guidelines and HR Operations standard operating procedures (SOPs).
• Ensure all templates and standard operating procedures (SOPs) used by the team are kept up to date.
• Support continuous improvement of all our HR transactional services per HR Operations Service Catalogue.
• Facilitate Hire-to-Retire (H2R) employment changes, checking and signing the contractual documentation on behalf of Otis as appropriate.

Payroll Operations Service Delivery

• Ensure weekly & monthly end-to-end payroll processing in a timely and accurate manner.
• Manage payroll processing of all hire-to-retire colleagues' life-cycle events, i.e. joiners, leavers, and changes.
• Liaise with Total Rewards CoE and Finance to effectively process any one-time payments, bonuses, sales commissions, sales incentives etc.
• Secure Time & Attendance (T&A) and Absence & Leaves (A&L) administration via HR technology being used at Otis, and provide T&A and A&L data for payroll processing.
• Manage escalations, resolve issues related to payroll and responding to complex pay / tax queries.
• Collaborate on daily basis with Finance on all aspects of payroll operations.
• Liaise with third party payroll vendors on statutory and financial reporting and statements.
• Manage day-to-day relationships with third party payroll vendors.

Stakeholder Management

• Proactively engage with key stakeholders to build a long-lasting, and trustworthy partnerships.
• Build a strong relations with other HR CoEs to provide ONE TEAM HR colleague experience to customers.
• Engage directly with our customers, colleagues, and people managers, to obtain feedback on our service delivery achievements and opportunities to drive continuous improvement.
• Promote and support the business to leverage the tools and services in most effective way for service delivery and great colleague experience.
• Act as first point of escalation for customer complaints and ensuring a satisfactory outcome is reached.
• Communicate regularly and effectively both internally (to the team) and externally (to our customers) so they know how the team and wider Colleague Services operate and support Otis business objectives in the region.

People Management

• Manage, coach and support a team of Colleague Services Service Delivery Team providing HR support to Otis business.
• Coach team members to deliver service in line with our 'Commitments' and support them with complex inquiries.
• Embed Performance Connections within the team and provide team members with regular feedback, identifying and promoting best practices.
• Support the development, upskilling, and ongoing career progression of the team. Coordinate development plans of team members, by utilising internal and external learning and development trainings and programs.

Compliance

• Ensure Colleague Services meet compliance, SOX, and statutory requirements.
• Collaborate with internal and external audit teams, government agencies/bodies, tax and social security external agencies for any Colleague Services related inquiries.
• Manage audit and compliance requirements for Colleague Services service catalogue, collaborating with other HR CoEs and other parts of the business where needed.
• Ensure account balances, detailed records, and processes comply with company and legal regulations, maintaining knowledge of relevant legislation, best practices and trends.

HR Technology

• Make sure that HR systems, i.e. Workday, ServiceNow, are being used in the most efficient way, according to the agreed Hire-to-Retire (H2R) processes.
• Proactively raise any HR and Payroll systems enhancement opportunities, to make sure that the systems continuously provide the best colleague experience.
• If needed, raise any HR and Payroll system issues to HR Technology (HRT) CoE.
• Collaborate with other HR CoEs on making sure that the system set up meets all business needs.
• Support and/or lead any system enhancement efforts as appropriate.
• Own the governance of the myHR Support Centre Portal Knowledge Base (KB) content for Tier 2 type of knowledge. Collaborate with HRT ServiceNow Production Support team on any KB Articles changes and improvements.
• Support the team with issue resolution on our enabling tools, and technology mitigating impact to service delivery.
• With other HR CoEs, and relevant stakeholders, ensure that all relevant documents, policies are consistently reviewed and updated on myHR Support Centre Portal KB to meet the needs of our customers.

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