Supervisor HR Services (Ticketing/Case Management)

Job Summary

JOB DESCRIPTION

This role is expected to fully manage the HR Services ticketing team (AskHR) with the high possibility of supervising other teams as the HR Services function expands its operations. The role is expected to manage these teams to ensure achievement of service level agreements and performance metrics agreed with the customer. Initiate innovative programs, drive process improvement initiatives, collaborate with stakeholders, develop and motivate the team to support and achieve the HR Services vision.

Job Responsibilities

• Supervise and support the HR ticketing team in managing and resolving incoming HR-related queries from employees and managers.
• Act as a point of escalation for complex or sensitive HR ticket issues, ensuring appropriate resolution and follow-up.
• Collaborate with the other HR Services teams (e.g., Payroll, Benefits, HR Ops, Data Management) to ensure accurate and efficient responses to cross-functional inquiries.
• Act as a process expert and understand the upstream and downstream implications of the activities performed in the team.
• Provides quality customer service, including interacting with customers, answering customer inquiries and effectively handling customer complaints
• Monitor and manage ticket queues, ensuring high level of performance by meeting the Key Performance Indicators (KPI) and Service Level Agreements (SLA) agreed with the customer.
• Manages the development and maintenance of the standard operating procedures (SOPs), knowledge base articles, and service delivery documentation
• Review and analyze ticketing data to identify trends, recurring issues, and areas for improvement and prepare regular reports on team performance, ticket volumes, and resolution metrics for stakeholders
• Conducts team meetings to update members on best practices and continuing expectation
• Create good relationships with the HR Center of Excellences and partner with his peers to proactively solve any possible issues
• Ensures that presentations made to higher management and to different stakeholders are accurate and complies with GBS branding and company presentation standards.
• Manages team activity, track and measure volumes and quality of work
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
• Assists management with hiring processes and new team member training
• Develops strategies to promote team member adherence to company regulations and performance goals
• Motivate and develop the team by regular update of individual development plans and promoting employee engagement initiatives
• Ensure VOS tool deployment in his team and adherence to the company road map for Continuous Improvement
• Initiate process improvements/ innovation using VOS tools.
  
  

Job Requirements

• Graduate of any relevant business courses
• Solid understanding of procedures and concepts within own discipline
• Basic knowledge of other disciplines and functions and how they relate and integrate to own disciple or function
• Process development and management
• People Management
• Preferably with experience in Global Business Service organization
• Working in teams
• Building and managing relationships
• Developing others
• Communicating effectively
• Achieving outcomes and optimizing processes, procedures and processes
• Years of Experience: 5-7years
  
  

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength
  
  

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development
  
  

About The Team

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.