Descrição
What You Can Expect At BBH:
If you join BBH you will find a collaborative environment that enables you to step outside your role to add value wherever you can. You will have direct access to clients, information and experts across all business areas around the world. BBH will provide you with opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm. We encourage a culture of inclusion that values each employee’s unique perspective. We provide a high-quality benefits program emphasizing good health, financial security, and peace of mind. Ultimately we want you to have rewarding work with the flexibility to enjoy personal and family experiences at every career stage. Our BBH Cares program offers volunteer opportunities to give back to your community and help transform the lives of others.
As the Global Employee Service Delivery, you will lead the global team in support of all BBH employees across multiple countries across Europe, Asia, and the US. In this role, you will set the strategy and drive excellent execution of employee services. You will establish tiered servicing and build out our knowledge base to support employee direct access. You will plan the strategic use of AI, ML, and technology to ensure optimal digital workforce opportunities that drive operational efficiencies and service excellence. You will manage and develop the team in all aspects of employee servicing and ensure an optimal employee experience. In addition, you will be one of our key HR leaders in Krakow and play a critical role in working with employees at all levels across Europe.
To be successful in this role you will need to be adept at navigating matrix organizations, have innate curiosity and strong tech acumen. In addition, you will need to be solutions orientated with excellent people management skills.
Key responsibilities include:
- Lead and develop a team of 15 to 20 employees globally to deliver excellent employee services
- Manage and develop Tier 0 to Tier 2 support with a goal of Tier 0 service fulfillment
- Use AI and ML to drive continuous improvement services and drive case prevention and first call resolution
- Identify, and leads strategic initiatives and ensure high quality and operationally efficient workforce services
- Define and manage SLAs and KPIs and look for ongoing opportunities to drive operational efficiency and effectiveness in our people operations function
- Partner with HR Business Partners and HR Subject Matter Experts to ensure process improvement opportunities are executed and followed through completion.
- Vendor management
- Identify and drive best service experience through an ongoing review of processes and solutions.
- Produce quarterly metrics that deliver insight into inquiry trends, productivity, and employee pain points.
Qualifications:
- 10 experience in HR operations/technology, with 6+ in management
- Experience building out a tiered service function
- Knowledge of and ability to leveraging AI and Machine Learning for servicing
- Experience with ServiceNow and Workday
- Demonstrated ability to assess and drive continuous process improvement
- Experience in the financial services industry, a plus
- Strong analytical and problem-solving skills
- Ability to handle highly sensitive data with confidentiality and integrity
- Experience building relationships with internal business partners and influencing business outcomes