Tiffany & Co.

  • Employee Services Manager - New York

    Location US-NY-New York
    Posted Date 1 month ago(12/13/2019 2:23 PM)
    Req #
    41334
    Category
    Human Resources
  • Overview

    The Manager-Employee Services will be responsible for managing our newly forming Employee Services function for the US and Canada, including the development, implementation and adoption of programs, processes and tools to drive self-service, efficiency and continuous improvement.  This team will be the primary point of contact for all HR functions (benefits, career and talent management, general questions, employee relations, etc.) in a shared services model. The manager will possess deep knowledge of HR processes, advise on best practices for optimizing the use of HR tools, seek opportunities to drive global HR process optimization and. and ensure best in class experience while meeting defined service level and balancing business needs.

     

    This individual will play a critical role in providing excellent customer service and inspiring confidence through effective communication, expert knowledge, and ability to resolve issues. They will be passionate about employee experience and model inspirational leadership.

    Responsibilities

    Team Leadership

    • Lead a geographically diverse team of Employee Services Advisors and create an inclusive team environment that fosters idea sharing, collaboration and encourages diversity in all its forms.
    • Collaborate with HRIS Administration leadership to ensure clear hand-off points and broker flex resourcing of the team based on volume and business demands.
    • Proactively plan for peek periods which may require scheduling or resource adjustments.
    • Coach and develop the team, establishing best practices, clear service level agreements, metrics to drive performance, and
    • Identify current and future training needs
    • Manage budget through fiscal accountability in forecasting hours and fluctuating volumes

    Process & Continuous Improvement

    • Regularly partner with COEs to understand their upcoming communications, programs, and process changes. Ensure Employee Services has enough time to proactively learn and understand programs, build out the knowledge database to ensure a positive and efficient employee experience.
    • Develop and maintain Service Level Agreements and standards for metrics and KPIs to measure operational effectiveness.
    • Monitor performance analytics and create action plans to increase turn-around time, ensure adherence to service level agreements, and create engagement across our employee population and COEs.
    • In partnership with Sr. Director, identify opportunities to scale global processes within Employee Services.
    • Drive continuous improvement and operational efficiencies throughout HR Shared Services processes and procedures; design and implement innovative solutions.

    Qualifications

    Required:

    • Bachelor’s degree
    • 7+ years of work experience, within human resources and supporting retail employees
    • Ability to interact with employees across all levels and functions within the organization
    • Experience managing, coaching and developing teams
    • Highly organized and ability to manage processes with a continuous improvement in mind
    • Exceptional oral and written communication skills; ability to deliver information in a concise manner
    • Proactive and innovative individual who demonstrates good judgment
    • Maintains calm in fast-pace environment and can effectively manage prioritization of workload
    • A client-centric attitude and ability to think differently to evolve status quo
    • High level of professionalism with ability to handle sensitive and confidential information
    • Meticulous attention to detail
    • Good working knowledge of HR, its principles, processes and policies

    Preferred:

    • Experience in a Shared Services structure
    • Multi-lingual

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