Global HR Service Delivery Manager - Contingent Workforce & HR Systems

Job Duties & Responsibilities

• Acts as the employee advocate within HR and HRSC/CEO to ensure employee needs are met.
• Oversees service exception requests, assesses service issues, and ensures corrective action is taken.
• Ensures a positive employee experience to improve the effectiveness of HR delivery strategy.
• Reviews employee feedback through research and internal analysis to create a prioritized list of concerns.
• Identifies process gaps and employee concerns to drive improvements in the employee experience.
• Continuously measures employee experience, identifies gaps, and implements solutions in collaboration with HR and GBS.
• Facilitates ongoing communication between HR departments and GBS process teams to identify and resolve root causes of process failures and compliance needs.
• Maintains performance metrics to ensure expected business outcomes.
• Defines expected outcomes to assess end-to-end process performance.
• Reviews business process documentation with GBS and HR departments to support process improvements.
• Provides expertise to help identify and mitigate compliance risks.
• Works with cross-functional teams and other departments to analyze root causes of issues, determine solutions, and implement action plans.
• Conducts financial analysis and business rationalization of process changes to increase cost savings and efficiencies.
• Communicates and collaborates with different teams on new processes, procedures, and policies, ensuring alignment and consensus.
• Ensures compliance with regulatory requirements and HR policies.

Additional Duties

• Design and implement communication plans.
• Identify and collaborate with all affected groups to manage project impact.
• Research industry trends and best practices to develop expertise.
• Make decisions about prioritizing and planning tasks effectively.

Technical Problem Solving & Analytical Processes

• Apply knowledge of UPS's internal business information systems.
• Maintain and apply specific knowledge of information systems elements.
• Resolve incidents and problems throughout the information system lifecycle, including classification, prioritization, initiation of action, root cause documentation, and remedy implementation.

Technical Skills

• Experience with HR systems, particularly SaaS solutions such as Workday, Workday VNDLY, or other cloud-based contingent worker platforms.
• Strong functional knowledge of contingent worker processes.
• Advanced proficiency in Microsoft Excel.
• Experience with VNDLY configuration.

Non-Technical Skills

• Background in HR Service Delivery.
• Experience managing Contingent Worker Programs.