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Manager, Master Data

National Grid

Syracuse, NY
Job Code:
  • Customer Service
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IT & Engineering

Job Details

Description: Description

About the Position:

Responsible for managing a team of Human Resource professionals that manage and resolve issues or concerns regarding critical Human Resource data (for pre-hires, employees, retirees, and beneficiaries) and support absence management. Responsible for effectively managing end-to-end processes. Enables the team to provide excellent customer service and effectively leads the team to meet and exceed the customer expectations.

Position Responsibilities (including but not limited to) Partner with leaders across the organization to ensure efficient and effective services that support the current and future needs of the business. Create and drive a culture of high performance, continuous improvement, innovation and quality with a focus on delivering the highest quality services and driving significant and sustainable process improvements that align with and drive the Company’s short and long-term strategic vision. Manage team to achieve high productivity, low costs and efficient work practices and to ensure compliance with regulations, policies and procedures. Ensure adherence to data quality and data privacy standards. Establish rule based escalations support for case management routing and issue resolution. Track frequency of issues, identify and analyze trends and possible process improvements to ensure higher first call resolution. Develop and deliver measurable results by leading the team to meet and exceed Service Level Agreements. Reviews team performance data to predict possible trends, risks, and business improvements. Forecast operational needs and scheduling to ensure appropriate level of coverage throughout working hours. Identify ongoing training needs through observation, trend analysis, seasonal occurrences and forward looking industry projections. Identify and implement business solutions that effectively improve current processes. Establish, manage and maintain key relationships with strategic vendors. Directly connect with leadership to ensure technology, quality, and customer satisfaction is met .. Monitor and manage staff ratios to ensure customer needs are being met. Ensure Knowledge Management System is accurate and promptly updated for all applicable changes. Identify system requirements and/or enhancements needed to support the successful design, development and implementation of plans, programs, processes and tools. Participate in user acceptance testing for system upgrades and new functionality; final sign-off for all applicable upgrades and solutions. Lead and functionally supervise assigned staff to include work allocation, training and problem resolution; provide performance management feedback; responsible for monitoring career progression and personal development of the team. Establish key performance targets and financial budget in order to optimize business performance in line with set objectives. Motivate and develop a professional team in order to inspire commitment and engagement and improve long term performance.
Serve as primary point of contact for all applicable controls and audit related activities.

Knowledge & Experience Required: Four-year degree professional, preferably in Business, Management or Human Resources. Experience with SAP and SuccessFactors preferred. 8 – 10 years technical, functional, and in-depth expertise in Human Resources, preferably within an HR Contact Center or HR Shared Services environment. At least five years of Managerial experience. Demonstrates strong interpersonal skills. Demonstrates the ability to apply and modify complex theories and learned concepts appropriately. Understands theory behind policies and processes and demonstrates the ability to challenge existing processes and ways of working. Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility. Detailed knowledge and understanding of regulatory issues affecting the industry. Demonstrates the ability to anticipate obstacles and think ahead about next steps. Demonstrates the ability to network internally and externally and to develop successful, long-lasting business partnerships. Proven influencing and negotiation skills, able to influence at senior levels, internally and externally. Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment. Experience in performance management, including talent evaluations, career development planning and providing constructive feedback. Experience of influencing and negotiating high levels of service through the management of external of providers/contractors. Ability to lead and deliver improvement projects, as well as challenge and support colleagues to improve performance. Ability to see multiple relationships between data to identify root causes of a problem and develop permanent solutions to systematic issues. Travel (primarily to other National Grid locations) at least once a month, is required. Ability to demonstrate a broad business perspective (i.e. understands the impact of decisions on the business) and develops strategies that integrate these perspectives. Ability to consistently deliver high quality customer service in a professional manner. Ability to develop and deliver oral and written communications which convey complex information in a simple, easily understood manner. Understands call center concepts and can easily employ them for process improvements. Exceptional ability to partner with key stakeholders to resolve issues and implement process improvements. Experience with defining and managing Customer Service Technology (e.g. Case Management System, Knowledge Base System).

Job Dimensions: Reports: 9 Direct; 24 Indirect reports
National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Job : Services Delivery Center Primary Location : NY-Syracuse Organisation : Services Del Center Schedule : Full-time Job Posting : May 30, 2017, 10:52:24 AM Unposting Date : Jun 30, 2017, 11:59:00 PM

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