Global HR Service Center Manager
December 14, 2021
About FTI Consulting
FTI Consulting, Inc. is a global business advisory firm dedicated to helping organizations manage change, mitigate risk and resolve disputes: financial, legal, operational, political & regulatory, reputational and transactional. With more than 4,600 employees located in 28 countries, FTI Consulting professionals work closely with clients to anticipate, illuminate and overcome complex business challenges and make the most of opportunities. The Company generated $1.81 billion in revenues during fiscal year 2017. For more information, visit www.fticonsulting.com and connect with us on Twitter (@FTIConsulting), Facebook and LinkedIn.
FTI Consulting continually strives to offer employees and eligible dependents, including domestic partners and eligible domestic partner children, a competitive and comprehensive benefits package.
FTI Consulting does not accept unsolicited resumes from external firms or agencies. FTI Consulting will not be responsible for placement fees associated with unsolicited resumes.
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.
About Core Operations:
FTI Consulting's Core Operations functions provide support to our client service professionals so they are able meet and exceed the needs of our clients. Professionals within our Marketing and Communications, Information Technology, Finance and Accounting, Human Resources, Office Infrastructure, Legal, and Real Estate teams are dedicated to working together and delivering world class support across our global community.
Position Description
Reporting to the Director of HR Services, the Global HR Service Center Manager is responsible for overseeing delivery of the daily operational needs of FTIs HR business partners, employees, and managers. The Tier I and Tier II HR Service Center duties include: Tier I
• Onboarding
• Offboarding
• Employee transitions
• Reporting
• Contingent worker set-up
• Employee inquiries
• Tier 1 & 2 HR Systems support
• Audit requests
• Unemployment
• Employment verification
• Invoice processing
• Support for HR Centers of Excellence
• Survey administration
• Document management
Tier II The Tier II team offers higher level support to our HR Business Partners through direct alignment with one or more business lines.
The Service Center manager will provide project management oversight to a 12-member team of HR delivery professionals and hold the team accountable to delivering HR services within set service level agreements (SLAs) measured through FTI's case management tool. They will also be responsible for analyzing system generated reporting to identify improvement opportunities.
Duties and responsibilities of this position shall include: 1. Oversee coaching, development, and training of 12-person HR Service Center team including 8 US based associates, 3 London based associates, and 1 Hong Kong based associate. 2. Manage the Tier I and Tier II Service Center teams to execute daily operational requests from field HR, managers, and employees. 3. Manage global on-boarding system and caseload to ensure business segment hiring needs are met. 4. Work directly with HR business partners to ensure Tier II associate model is working smoothly. 5. Partner with other Core Ops departments (ex. Payroll, IT, etc.) and HR Centers of Excellence to drive process improvement. 6. Document, review, and maintain HR processes, procedures, and policies. 7. Manage HR Service Center vendor relationships and spend. 8. Familiarize oneself with all HR systems and automation within HR Service Center to serve as a knowledgeable point of escalation. Flag system issues directly to the HRIS team. 9. Manage all facets of day-to-day operations within CRM tool (ServiceNow) such as upkeep of knowledgebase, adherence to SLA's, ticket management, recurring tasks, performance metrics/reporting, etc. 10. Assist the HR Services Director with the brainstorming, roll-out and training of new process automation for the Service Center team. 11. Lead ad hoc projects to ensure timely and accurate completion. Delegate projects whenever possible to team members to provide stretch opportunities. 12. Routinely review and maintain compliance with federal and state regulations concerning employment.
Basic Qualifications
• Minimum of a Bachelor's degree (B.A./B.S.) from a four-year College or University.
• At least 8 years of experience in an HR shared services role or operations role, with at least 4 years experience project managing and people managing a team of 5 or more.
• Experience across 2 or more HR functions including HR data management, payroll, benefits, compensation, and recruiting.
• Strong preference for candidates who have come from an internal HR shared services role or an professional services environment.
• Proven ability to manage HR projects independently and to leverage contributions of other team members to accomplish projects.
Professional Skill Requirements
• Ability to independently exercise judgement in solving problems and recommending solutions. • Attention to detail and ability to multi-task in a highly dynamic environment while managing team member workloads to meet deadlines.
• Continuous improvement mindset and a passion for measuring results through data and metrics a must.
• Ability to produce reports and analyze data.
• Direct shared services experience or HR operations experience. • Demonstrated team player and leadership skills.
• Highly proficient with Microsoft Word, Excel, PowerPoint, SharePoint and Visio.
• Preferred experience working with ServiceNow, SuccessFactors products, SABA, Taleo, PeopleSoft.
FTI Consulting, Inc. is an Equal Opportunity Employer
#LI-AR1
FTI Consulting, Inc. is a global business advisory firm dedicated to helping organizations manage change, mitigate risk and resolve disputes: financial, legal, operational, political & regulatory, reputational and transactional. With more than 4,600 employees located in 28 countries, FTI Consulting professionals work closely with clients to anticipate, illuminate and overcome complex business challenges and make the most of opportunities. The Company generated $1.81 billion in revenues during fiscal year 2017. For more information, visit www.fticonsulting.com and connect with us on Twitter (@FTIConsulting), Facebook and LinkedIn.
FTI Consulting continually strives to offer employees and eligible dependents, including domestic partners and eligible domestic partner children, a competitive and comprehensive benefits package.
FTI Consulting does not accept unsolicited resumes from external firms or agencies. FTI Consulting will not be responsible for placement fees associated with unsolicited resumes.
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.
About Core Operations:
FTI Consulting's Core Operations functions provide support to our client service professionals so they are able meet and exceed the needs of our clients. Professionals within our Marketing and Communications, Information Technology, Finance and Accounting, Human Resources, Office Infrastructure, Legal, and Real Estate teams are dedicated to working together and delivering world class support across our global community.
Position Description
Reporting to the Director of HR Services, the Global HR Service Center Manager is responsible for overseeing delivery of the daily operational needs of FTIs HR business partners, employees, and managers. The Tier I and Tier II HR Service Center duties include: Tier I
• Onboarding
• Offboarding
• Employee transitions
• Reporting
• Contingent worker set-up
• Employee inquiries
• Tier 1 & 2 HR Systems support
• Audit requests
• Unemployment
• Employment verification
• Invoice processing
• Support for HR Centers of Excellence
• Survey administration
• Document management
Tier II The Tier II team offers higher level support to our HR Business Partners through direct alignment with one or more business lines.
The Service Center manager will provide project management oversight to a 12-member team of HR delivery professionals and hold the team accountable to delivering HR services within set service level agreements (SLAs) measured through FTI's case management tool. They will also be responsible for analyzing system generated reporting to identify improvement opportunities.
Duties and responsibilities of this position shall include: 1. Oversee coaching, development, and training of 12-person HR Service Center team including 8 US based associates, 3 London based associates, and 1 Hong Kong based associate. 2. Manage the Tier I and Tier II Service Center teams to execute daily operational requests from field HR, managers, and employees. 3. Manage global on-boarding system and caseload to ensure business segment hiring needs are met. 4. Work directly with HR business partners to ensure Tier II associate model is working smoothly. 5. Partner with other Core Ops departments (ex. Payroll, IT, etc.) and HR Centers of Excellence to drive process improvement. 6. Document, review, and maintain HR processes, procedures, and policies. 7. Manage HR Service Center vendor relationships and spend. 8. Familiarize oneself with all HR systems and automation within HR Service Center to serve as a knowledgeable point of escalation. Flag system issues directly to the HRIS team. 9. Manage all facets of day-to-day operations within CRM tool (ServiceNow) such as upkeep of knowledgebase, adherence to SLA's, ticket management, recurring tasks, performance metrics/reporting, etc. 10. Assist the HR Services Director with the brainstorming, roll-out and training of new process automation for the Service Center team. 11. Lead ad hoc projects to ensure timely and accurate completion. Delegate projects whenever possible to team members to provide stretch opportunities. 12. Routinely review and maintain compliance with federal and state regulations concerning employment.
Basic Qualifications
• Minimum of a Bachelor's degree (B.A./B.S.) from a four-year College or University.
• At least 8 years of experience in an HR shared services role or operations role, with at least 4 years experience project managing and people managing a team of 5 or more.
• Experience across 2 or more HR functions including HR data management, payroll, benefits, compensation, and recruiting.
• Strong preference for candidates who have come from an internal HR shared services role or an professional services environment.
• Proven ability to manage HR projects independently and to leverage contributions of other team members to accomplish projects.
Professional Skill Requirements
• Ability to independently exercise judgement in solving problems and recommending solutions. • Attention to detail and ability to multi-task in a highly dynamic environment while managing team member workloads to meet deadlines.
• Continuous improvement mindset and a passion for measuring results through data and metrics a must.
• Ability to produce reports and analyze data.
• Direct shared services experience or HR operations experience. • Demonstrated team player and leadership skills.
• Highly proficient with Microsoft Word, Excel, PowerPoint, SharePoint and Visio.
• Preferred experience working with ServiceNow, SuccessFactors products, SABA, Taleo, PeopleSoft.
FTI Consulting, Inc. is an Equal Opportunity Employer
#LI-AR1