Abbott SR Manager HR Service Center in Lima, Peru
Lead the ongoing operations of the global HR service center team; ensure all service levels are met via anticipatory problem solving, decisiveness, and judgment competencies; monitor real time workloads and service levels against forecast, staffing schedules and Key Performance Indicators (KPIs) and react to changes in business including inbound work volumes, available staffing, and escalated work activities; ensure service delivery is aligned and supports service center goals and objectives. Demonstrate servant leadership by doing “what is right” for Abbott, our stakeholders and the team which he/she leads.
Must be able to create and maintain strong relationships company-wide and navigate numerous stakeholders and complex organization with a constant focus on driving to resolution for the customer.
Responsible for implementation and ongoing refinement of the scope of services and ensuring business continuity and compliance.
Lead the team to identify root causes, process and service gaps, roadblocks to quality customer service, opportunities for improvement in process and employee performance; identify system changes to improve quality and service levels, and to meet local regulatory requirements
Consult with business leaders, BHR and Practice Centers providing service center insights obtained through experience and available data, including employee experience insights, service ticket categorization efforts, and customer satisfaction surveys.
Attract and retain talent, ensure development experiences (leadership, cross-functional, technical, global perspective) and diversity; ensure knowledge transfer among staff; provide expert knowledge, guidance, and mentoring to team members; manage a robust quality observation process for calls, emails, and all other workflows; deliver training to staff, as necessary, including both formal classroom setting and informal huddles
Ensure compliance with business rules and governance of all activities; support all internal and external audit requests sent to the team.
Act as a steward of company financial assets.
Demonstrate business savvy in interacting with all levels of customers, business partner, human resources
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email firstname.lastname@example.org