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HR Manager (Shared Services)

Date: Nov 7, 2020

Location: Querétaro, QRO, MX

HR Manager (Shared Services)-QUE02524

Description

BOMBARDIER

At Bombardier Aerospace, our employees work together to evolve mobility worldwide - one good idea at a time. If you have a good idea, we’ll provide the environment where it will thrive and grow into a great product or customer experience. Your ideas are our fuel.

The role holder will be accountable for the service and performance in the area of Data Management. The main objective of the role is to optimise resources and systems to deliver excellent customer service to employees and managers .This involves managing a complex matrix of relationships with customers, other HR functions such as the payroll, Talent Acquisition, Compensation, Pension & Benefits as well as HR Business Partners. It also requires quick response to issues and escalations, often generated outside the sphere of influence of the role holder and strong leadership of the day to day routine operations. In the longer term the role holder will be required to transform the service delivery from a reactive to proactive service, using the technology to drive outbound activity as well as response to inbound requests.

Responsabilities:

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Allocating and reviewing resources and task allocation across teams, considering risk and business priorities.

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Implements and manages the measurement against the goals.

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Support and lead the teams in handling difficult customers and decision making for complex service requests.

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Accountable for overall team performance against goals and continuously reviewing the stretch targets.

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Sets the goals for customer service and satisfaction for team.

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Ensuring appropriate skills levels within the team to deliver against SLAs.

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Accountable for setting and delivering quality targets, particularly around documentation and data maintenance, and other operational output from the team.

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Review and assess the impact of projects in each functional area to ensure that the customer service impact is known, and appropriate process and training updates are provided to the teams.

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Lead the development of processes, systems and standards to continuously improve service delivery.

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To continually behave as a role model for excellent Customer Service in dealings with all internal and external customers.

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Contributes to the development and implementation of organizational strategies, policies and practices

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Qualifications

Qualifications

As our ideal candidate,

- Degree level qualification, Masters preferred
- HR qualifications an advantage, but not prerequisite
- 5-8 years of experience in a relevant position;
- Strong customer service background essential;
- Knowledge of call centre technology and processes;
- Ability to diagnose issues and implement solutions to address symptoms and address root causes of failures;
- Excellent English communication skills, advanced both written and spoken.

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Experience of delivering services in a complex business services environment

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Excellent customer and interpersonal skills

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Positive and proactive attitude, with resilience under pressure

Bombardier Aerospace is an equal opportunity employer and encourages women, persons with disabilities and members of visible minorities to apply.

If your candidacy is moving on to the next step of the hiring process, we will keep you informed by email or by phone.

Join us at careers.bombardier.com

Your ideas move people.

Job: Human Resources
Primary Location: MX-QRO-Querétaro
Organization: Aerospace
Schedule: Full-time
Employee Status: Regular

Job Posting:
06.11.2020, 6:44:37 PM

Unposting Date: 04.12.2020, 11:59:00 PM


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