Job Description
GB-England-London
Summary of Role:
This
function is responsible for the ongoing operational support of products
and the delivery of lines of service to a global client base. This
position will lead a team managing the daily support of all recruitment
applications used world wide.This function will also play a direct
supporting role in both the deployment and on-going operational support
activities for assigned products/service lines. This position requires
extensive system administration knowledge and experience with the Taleo
recruiting tool as well as services and system/service delivery
lifecycles. The Product Line Manager I is fully accountable to HRSystems
Recruiting Support Leadership for all operational support activities
associated with their assigned portfolios of work
Responsibilities:
• Assess
and recommend system changes to the business based on the needs of our
customers and trends identified during operational reporting analysis.
• Evaluate the recommendations (defects/workarounds) of the team/vendors to assess the impact of those recommendations and adjust accordingly. Prepare and present final recommendations to Business Managers. Proactive recommendations for improved service are encouraged.
• Understand and communicate potential cross-functional impacts (time, risk, cost etc) of recommended changes to Recruiting Systems Support leadership
• Global communication to system users when potential and actual system defects are identified, managing resolution of business critical issues in a timely manner
• Managing Service Line Agreements across the global virtual support team to ensure timely issue resolution
• Provide assistance to the Recruiting community in use of Recruiting tools and processes
• Evaluate the recommendations (defects/workarounds) of the team/vendors to assess the impact of those recommendations and adjust accordingly. Prepare and present final recommendations to Business Managers. Proactive recommendations for improved service are encouraged.
• Understand and communicate potential cross-functional impacts (time, risk, cost etc) of recommended changes to Recruiting Systems Support leadership
• Global communication to system users when potential and actual system defects are identified, managing resolution of business critical issues in a timely manner
• Managing Service Line Agreements across the global virtual support team to ensure timely issue resolution
• Provide assistance to the Recruiting community in use of Recruiting tools and processes
• Receive and respond to complex questions or issues on systems from recruiters
• Manage and maintain relationships with the recruiting community
• Use good judgment in applying concepts and guidelines, following through on commitments and taking ownership of results
• Effectively prioritise assignments and report barriers to leaders
• Manage and maintain relationships with the recruiting community
• Use good judgment in applying concepts and guidelines, following through on commitments and taking ownership of results
• Effectively prioritise assignments and report barriers to leaders
Knowledge and Skills Requirements:
• Excellent interpersonal, communication, teaming, organisational, project management and client service skills
• Ability to work virtually across multiple countries, areas and cultures and team effectively with clients and other team members
• Able to work effectively with clients and other team members from diverse cultural backgrounds ensuring that all points of view are considered before reaching a decision
• Able to work and team effectively with clients and other virtual team members
• Able to react appropriately during crisis situations
• Solid research and analytical skills
• Ability to work with minimal supervision
• Able to plan own work and handle multiple priorities
• Good problem solver with the ability to develop creative solutions
• Able to learn from and build upon experience
• Strong verbal and written communication skills
• Excellent customer service and relationship skills
• Ability to work virtually across multiple countries, areas and cultures and team effectively with clients and other team members
• Able to work effectively with clients and other team members from diverse cultural backgrounds ensuring that all points of view are considered before reaching a decision
• Able to work and team effectively with clients and other virtual team members
• Able to react appropriately during crisis situations
• Solid research and analytical skills
• Ability to work with minimal supervision
• Able to plan own work and handle multiple priorities
• Good problem solver with the ability to develop creative solutions
• Able to learn from and build upon experience
• Strong verbal and written communication skills
• Excellent customer service and relationship skills
Education:
• A Bachelor’s degree in a business related discipline is preferred
Experience:
• Extensive experience in a medium to large global organisation
• Prior People/HR operational experience is preferred
• Extensive system administration experience supporting global Taleo recruiting applications
• Experience in complex management activities such as business development and application development/deployment
• Ability to provide detailed analysis and recommendations in executive summary reports to business product owners/sponsors
• Solid working knowledge of recruiting products, organisation and service delivery schedules
• Demonstrate proficiency in MS Office suite, Notes applications and basic knowledge of MS Project
• Strong expertise in Tier 1-2 information technology support (Taleo preferred)
• Experienced in managing virtual teams across multiple time zones
• Experience in project management training, practical application, business analysis, sales, marketing, business development or relationship management
• Able to work and team effectively with clients and other virtual team members
• Ability to provide detailed analysis and recommendations of executive summary reports to Business Manager
• Prior People/HR operations leadership experience is strongly preferred
• Prior People/HR operational experience is preferred
• Extensive system administration experience supporting global Taleo recruiting applications
• Experience in complex management activities such as business development and application development/deployment
• Ability to provide detailed analysis and recommendations in executive summary reports to business product owners/sponsors
• Solid working knowledge of recruiting products, organisation and service delivery schedules
• Demonstrate proficiency in MS Office suite, Notes applications and basic knowledge of MS Project
• Strong expertise in Tier 1-2 information technology support (Taleo preferred)
• Experienced in managing virtual teams across multiple time zones
• Experience in project management training, practical application, business analysis, sales, marketing, business development or relationship management
• Able to work and team effectively with clients and other virtual team members
• Ability to provide detailed analysis and recommendations of executive summary reports to Business Manager
• Prior People/HR operations leadership experience is strongly preferred
Who we are
EY
is committed to being an inclusive employer and we are happy to
consider flexible working arrangements. We strive to achieve the right
balance for our people, enabling us to deliver excellent client service
whilst allowing you to build your career without sacrificing your
personal priorities. While our client-facing professionals can be
required to travel regularly, and at times be based at client sites, our
flexible working arrangements can help you to achieve a lifestyle
balance.
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