Responsible for managing and controlling a set of processes within the Integrated Talent Management Shared Service Center regional operation, serving +55,000 employees in 12 countries. This role distributes the workload, monitors, and controls team's performance, creates synergies among functional HRSSC areas, ITM teams and CoEs focused on improving customer's experience and operational excellence and develops team members in alignment with operational goals and individual's career aspirations. This role is responsible for accomplishing process performance as defined per the KPIs and the Call and Case Management Frameworks and maintaining compliance to SOX Matrix or any other legal requirement as applicable. Actively participates in M&A and CI projects implementation with a variety of customers in different organizations and countries. Supports other Regional HRSSC sharing best business practices, fulfilling training needs and knowledge transfer initiatives. Identifies automation opportunities and designs and implement Robotic Process Automation ideas under the CoE Automation guide. Identifies Business Intelligence opportunities and desktop application ideas and works with HRSSC CI & BI area to implement. Supports Sr. Functional Manager planning, driving, and implementing complex projects and/or becoming a single point of contact for global initiatives or complex project implementations. Drives intake analysis for expanding service portfolio for the functional area. Based on customer's feedback, proposes, and implements Continuous Improvement initiatives within their scope, but often considering, analyzing, and discussing impacts and changes with teams outside of their scope, ensuring the End-to-End integrity of the process.

The HRSSC ITM Jr. Manager main tasks/ responsibilities include, but are not limited to:

• Provides guidance and expertise to Analysts to support recruiters, candidates, employees, HR community or managers in the region. Manages Process Owners who provide technical expertise to analysts, ensuring the integrity of the process and the quality of the deliverables. Provides guidance and expertise to one or more Supervisors (with direct reports) who provide support services to Recruiters, Candidates, Employees, HR, and Managers across the region.
• Overseas the following ITM core processes
  • Hires and Onboarding
  • Pre-employment coordination
  • Customer verification
  • Internal Movements
  • I-9 follow up and exception administration
  • Employee referral program
  • Contract generation
  • Resolution of complex transactions, cross functional, and cross regional transactions.

• Maintains quality and SOX controls inside established parameters.
• Keeps metrics controlled for processes according to Case Management Frameworks.
• Responsible for achieving team performance and group goals and objectives and measuring results to improve transactional efficiencies.
• Ensures there is a positive internal and external working relationship within the team and with external customers by frequently communicating and soliciting feedback with both parties and by measuring customer satisfaction.
• Ensures that service level agreements are met and develops process improvement activities to meet the goals.
• Drives continuous improvement activities that will increase quality and service delivery effectiveness with input and guidance from the Continuous Improvement & BI team.
• Advises external customers on best alternative to accomplish out of the ordinary requests.
• Analyzes customer satisfaction feedback to drive initiatives for service improvement and best practice reinforcement with team, often considering, analyzing, and discussing impacts and changes with teams outside of their scope, ensuring the End-to-End integrity of the process
• Proactively engages other HRSSC teams when implementing and developing improvement initiatives and best practices, ensuring the integrity of the End-to-End process across HRSSC functions.
• Responsible for the Service Intake Model to analyze the addition of new services to the HRSSC Service Portfolio and provides expert opinion on the matter.
• Generates and implements process and service evolution proposals and projects according to changing business needs. Manages independently process changes.
• Participates with CoEs, HR Technology Enablement or Vendors in system enhancements, upgrades, and fixes; and coordinates internal teams as appropriate.
• Participates in M&As and large projects with different external customers.
• Identifies automation opportunities and designs and implement Robotic Process Automation ideas under the CoE Automation guide. Identifies Business Intelligence opportunities and desktop application ideas and designs and works with HRSSC CI & BI area to implement.
• Supports other Regional HRSSC sharing best business practices, fulfilling training needs and knowledge transfer initiatives.

People & HR Activities:

• Manages the day-to-day operations and inquiries of the individual contributors in their team and empowers supervisors to manage their direct reports accordingly.
• Responsible for hiring and retaining team members. Ensures all hiring, performance reviews and performance management issues are conducted in accordance with HR practices and procedures.
• Manages the workforce planning needs and career development for team members.
• Manages actively team members' work volume and investigates inefficiencies.
• Achieves deadlines set by leadership and the business and proactively monitor and raise instances where deadlines cannot be met in a timely fashion.
• Builds a climate that energizes team members, fosters employee engagement, and drives accountability.
• Develops and implement improvement plans for those employees who are not performing up to the expectations and administer discipline actions when appropriate.

Requirements:

• Bachelor's degree in HR, Finance, Business, or related field required
• 5 years of managerial experience within HR Service Center preferred.
• High level of English Proficiency (written and spoken), capable of delivering presentations and coordinating work teams in English. Other languages such as French, Portuguese are desirable.
• Excellent management skills and ability to organize and plan effectively.
• Excellent oral and written communication skills and interpersonal skills.
• Ability to understand and successfully develop partnerships with customers and peers.
• Ability to lead and motivate others.
• Ability to manage multiple projects successfully and simultaneously.
• Ability to simplify complex HR processes and demonstrates value add to the business by improving metrics such as cost, productivity, or quality.
• High Analytical and Problem-Solving skills. Able to develop & apply reporting tools, ad-hoc queries to drive root cause analysis and mitigation actions as required.
• Customer Service, Performance Measurement and Continuous Improvement orientated.
• Experience in core HR operations processes.
• Experience in Human Capital Management systems (Workday preferable) and Customer Relationship Management systems (Service Now preferable).
• Experience in Microsoft Office suite applications.

Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.