HR Operations and Process Optimization Manager

Full-time - Mid Level

Tampa, FL

About the position

This supports all global HR Advisory and (Work Force Data Management) WFDM processes, ensuring a balance between global consistency and legally driven local variations across BMS locations. They optimize technology and automation to simplify HRA and WFA processes, working closely with the PS Process Engineering team and three Associate Directors in the HRA/WFDM teams. They create capacity for the HRA and WFDM teams to be available for ‘moments that matter’ or where a human interaction is required. Reporting to the Executive Director, this role provides leadership, builds capabilities, and guides key prioritization for the team to deliver objectives. They are responsible for delivering customer-centric services by utilizing BMS global and regional vendors and internal processes.

Responsibilities

• Lead and co-ordinate optimization projects to ensure processes deliver an excellent customer experience delivered with seamless effort and automation.
• Conduct regular reviews of HRA and WFDM processes and documentation for global consistency and optimization, creating simplification whilst enhancing the customer experience.
• Ensure compliance with legal requirements, company policies, and industry best practices while enhancing efficiency and employee experience.
• Lead annual audit requirements and quality checks related to HRA and WFDM processes.
• Oversee the creation and regular updating of process documentation and business process manuals.
• Direct teams to develop Local Work Instructions as required and ensure all customer-facing content is current and pertinent.
• Ensure training and development of HRA and WFDM teams globally is consistent and support sustainable team onboarding initiatives.
• Coordinate resources for initiatives and projects, and lead projects when necessary.
• Ensure appropriate controls are incorporated into global E2E processes and they operate as designed.
• Use data to review process capability trends and drive global improvements.
• Perform root cause analysis on issues, implement corrective actions, and monitor progress.
• Conduct reviews and analyses on case interactions, providing feedback and coaching to teams.
• Act as an escalation point for complex or high-priority customer concerns, providing solutions and maintaining customer satisfaction.
• Stay updated on industry best practices and emerging trends to improve team performance.
• Utilize data and analytics for strategic planning and continuous improvement initiatives.

Requirements

• Business, IT, or HR Degree or Masters.
• 5+ years of management or proven process and project management leadership experience in a Human Resources operations or shared services environment.
• Proven experience in growing and professionalizing teams in an HR operations environment, preferably in Work Force Data Management or HR technology and processes.
• Experience in leading and sponsoring global or regional HR Services projects, collaborating with key internal partners and stakeholders.
• Proficiency in data analysis and leveraging HR metrics and analytics tools.
• Excellent problem-solving and critical-thinking skills, with the ability to identify and address process gaps.
• Strong project management abilities, including planning, execution, and monitoring within set timelines.
• Strong written and verbal communication skills, with the ability to collaborate effectively with various stakeholders at all levels of an organization.
• Deep knowledge or experience in Workday HCM modules or other large enterprise HRIS systems, preferably as an HR Operations/Employee lifecycle transactions process performer.
• Experience in implementing Gen AI or Automation/Robotics processes.
• Strong knowledge of HR processes, systems, and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Demonstrated ability to drive change and improve processes.
• Excellent written and verbal communication and customer service skills.

Benefits

• Competitive benefits, services and programs that provide resources to pursue goals at work and in personal lives.