OBJECTIVE:

Lead the MyBRP team providing service to BRP employees on HR topics to meet employees' requirements.
Act as a Specialist and work closely with the team to achieve our mission of contributing to making the employee experience exceptional when contacting MyBRP.

PRINCIPAL ROLES AND RESPONSABILITIES:

• Maintain team operational stability and business continuity
• Provide direction to the team on unexpected situations/issues
• Support team on workload prioritization
• Assure all team continue reaching consistent KPIs
• Maintain an environment of trust, respect and collaboration within and across teams
• Participate in critical projects in HR in general and, more specifically, in the HRGS Team
• Identify and follow up on areas of improvement and ensure that solutions in place meet our employees' needs.
• Anticipate the business operation and propose processes oriented to improve the employee experience from onboarding until off-boarding.
• Define processes that reflect our daily operation, placing emphasis on those that can be improved.
• Monitor MyBRP performance, closely tracking it to KPIs and SL, to ensure we are providing the right service to our people.
• Identify and support the team in cases that require further investigation, documentation or update from continuous improvement perspectives and projects.
• Align Mx self service platform to the global strategy to manage knowledge and content strategy.
• Identify the need of creating documents of reference for the most frequent questions for own usage or for the business.
• Answer our people's questions using procedures, policies, knowledge databases, other reference materials, and HR skills.
• Help and coach our people with self-service technology.
• Provide transactional support for various processes (e.g. data changes).
• Liaise and consult employees, managers, HR Advisors, HR Operations Specialist or Global Practices Specialist as required to resolve cases to get guidance or to clarify policies.
• Identify and support the team in cases that require further investigation, documentation or update from continuous improvement perspectives and projects.
• Identify the need of creating documents of reference for the most frequent questions for own usage or for the business.

KNOWLEDGE, SKILLS, AND CERTIFICATIONS

• 3 Years of experience in Call Center, Process Definition, Customer Service.
• Microsoft and Google Toolbox (Ex. Power BI)
• KPIs (building and interpretation)
• Process Mapping
• Salesforce or any ticket system management
• Bilingual - English/Spanish

.ACKNOWLEDGING THE POWER OF DIVERSITY

BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs, and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!

For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.

WELCOME TO BRP

We're a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt, and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia, and Austria, with a workforce made up of close to 23,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it's not about the destination; It's about the journey.