Sr. Team Leader Employee Care

Our client is a trailblazing pioneer in the Tobacco Manufacturing Industry. What sets them apart is their unwavering commitment to innovation and progress. They have embarked on a remarkable journey of transformation, with a resolute aim to create a smoke-free future. This ambitious endeavour has completely redefined every aspect of their business, from the production and distribution of their products, to how they interact with their customers and society as a whole.

By embracing this transformation, our client is leading from the front, with their pioneering vision and steadfast determination to create a smoke-free future.

With a workforce of more than 75,000 talented individuals worldwide across 180 countries, they have truly established themselves as a global leader in the industry. 

Role Description

• Our client P&C Hub is seeking for talented people to join our dynamic and professional environment with clients and team members from all over the world.
• Secure and take full ownership of all cases received from Americas Region, maintain adequate level of affiliate & customer knowledge to ensure proper and timely resolution of requests by the respective team within SSC in accordance with the agreed Service Level Agreement (SLA) and country's KPIs using effectively assigned resources, system tools and other solutions available in SSC.
• Foster customer centricity by understanding our customers needs and adjusting our service based on feedback obtained via survey and callbacks.
• Lead, motivate & develop SSC Employee Care Team and constantly improve team's performance to provide world class HR operational and transactional services to the organization.

Responsibilities:

• Supervise, organize and control global processes for all migrated affiliates and coordinate this activity with other groups in the SSC as well as with other functions.
• Coach and supervise your team with the essential knowledge and assure their professional development. Motivate and develop the team to attain assigned goals.
• Ensure consistent high standards of service and that the team's performance meets the HR KPI and SLA requirements, and is reflected in results of Employee Satisfaction Surveys.
• Act as the contact point for CoEs when updating policy or introducing new procedures.
• Ensure workforce planning and management within their team.
• Support SSC Management in development of operational plans and ensure day-to-day consistency with the operational plans.
• Establish and maintain efficient relationship with P&C Managers and key customers based on regular information exchange and feedback in order to provide them with required service/support thus contributing to the business results.
• Work closely with affiliates in the region to proactively follow-up on end to end resolution of requests.
• Lead regional projects or regional implementation of global projects

Requirements:   

• College/University related to HR, Psychology, Business Admin, Customer Service and related studies.
• Fluent English Level.
• +5 years of experience working in HR Shared Service Centers culture
• + 2 years’ experience in managing teams
• Ability to effectively communicate with individuals across multiple levels of an organization.
• Highly analytical profile to ensure adequate control environment & compliance
• Computer skills, including MS Office

What is nice to have:   

• French or Portuguese is a plus