Process Owner Hrssc Workforce Admin

Primary Directive:

The HRSSC WFA Process Owner is responsible for providing Subject Matter Expertise for WFA processes and services in support of Tier 1 and Tier 2 analysts’ day-to-day activity. As owner of the process, this role is accountable for maintaining its integrity and performance by ensuring and certifying that analysts are properly trained for process execution; as well, this role monitors KPIs, metrics and controls as per the Case Management Framework and SOX Matrix requirements. This role is the first point of contact for escalation and resolution of issues usually triaging with applicable parties such as CoEs, HR Integration, HR Technology Enablement, HR and other HRSSC teams. Provides guidance and advice to internal and external customers when current processes and procedures are not clearly applicable. Process Owners propose and implement Continuous Improvement initiatives typically related to the processes 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. Actively participates in M&A projects, system upgrades, testing and large projects implementation with a variety of customers in different organizations and countries. Identifies automation opportunities and execute Robotic Process Automation initiatives under the CoE Automation guide. Supports other Regional HRSSC sharing best business practices, fulfilling training needs and knowledge transfer initiatives.

Main Responsibilities:

• Oversees the following WFA processes and services:
  • New Hires
  • Job Requisitions
  • Terminations
  • Employee Movements
  • International Assignments
  • Off Cycle Pay Changes
  • Job Data Changes
  • Leave of Absences (LOA)
  • Benefits processes
  • Change Org Assignments
  • Move Workers
  • Verification of Employment and Income (VOI/VOE)
  • Employee personal data changes

• Ensures that all the documentation, presentations, WI and related supporting materials are updated and available for consultation.
• Collaborates with the Quality team and Supervisor to establish and execute onboarding and training programs based on specific needs and certifies WFA Analysts meet the technical knowledge requirements to perform the processes with the expected quality.
• Ensures quality and compliance controls are properly documented and executed by WFA Analysts, sharing findings with Supervisor when necessary.
• Performs regular process audits to maintain quality control inside established parameters.
• Working in close collaboration with WFA Supervisor keeps processes controlled according to KPIs defined in Case Management Framework and SOX Matrix by monitoring process and WFA Analyst's individual performance; identifies trends and opportunity areas and provides advisory to Management team.
• Serves as escalation point for issues with internal service and process execution.
• Triages issue resolution with applicable parties such as CoEs, HR Integration, HR Technology Enablement, HR and other HRSSC teams.
• Advises internal and external customers when current processes and procedures are not clearly applicable.
• Collects, consolidates and analyzes customer satisfaction feedback to drive initiatives for service improvement and best practice reinforcement.
• 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.
• Maintains a positive working relationship within the team and with external customers.
• Drives continuous improvement activities that will increase quality and service delivery efficiency.
• Participates in 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 minor process changes.
• Participates with CoEs, HR Technology Enablement or Vendors in system enhancements, upgrades and fixes; and coordinates Tier 2 analysts in such activities as appropriate.
• Serves as main point of contact for Internal / External audit requests and follow-up.
• Participates in M&As and large projects with different external customers.
• Identifies automation opportunities and execute Robotic Process Automation initiatives under the CoE Automation guide.
• Supports other Regional HRSSC sharing best business practices, fulfilling training needs and knowledge transfer initiatives.

Requirements:

• Bachelor’s Degree in HR, Finance, Business or related field required.
• At least 5 years of working experience in Shared Service Centers or HR Operations.
• Desirable working experience with SOX audit requirements on the Human Resources domain.
• Ability to lead and motivate others without formal authority.
• 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 oral and written communication skills and interpersonal skills.
• Ability to work in multiple projects successfully and simultaneously.
• Ability to understand and develop successfully partnerships with customers and peers.
• 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.
• Detail oriented.
• 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 (Microsoft Dynamics preferable).
• Experience in Microsoft Office suite applications.

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

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