Iron Mountain HR Operations Lead, Senior Manager in Cluj-Napoca, Romania
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.
Iron Mountain is seeking an HR operations professional for the role of HR Operations Lead, EMEA based within the EMEA HR Service Delivery and HR Operations team (HRSD). The HRSD team are based across the region in a virtual hub providing high quality Hr and payroll services to 40 countries.
This role is part of the regional leadership team and is responsible for maintaining effectiveness and efficiency of regional HRO suppliers and associated processes. Oversees the day-to-day relationships with the HRO and works alongside the EMEA Payroll Lead to manage our vendors for regional payroll, benefits, Workforce Administration, and other suppliers. The role focuses on continuous improvement, maximizing consistency and quality of customer service, through embedding comprehensive standards, supporting the HR Operations in the region. The role oversees a team of HR professionals responsible for the delivery of high quality HR services across the region.
The role directly manages the vendor performance, monitors case management performance, with an eye towards meeting expected performance indicators, and serves as a point of escalation for the resolution of complex questions and cases. Our HR Operations Lead will employ creative and thoughtful approaches to team communication, building team community, and developing capabilities, and will ensure the team environment is conducive to continuous learning and improvement. Finally, the role will collaborate closely with the HR Generalist Leads, HR Business Partner, COE partners and Business Leaders to understand and plan for support around emerging business needs.
What you will do:
Manages a team with specialized process knowledge in HR functional areas (WFA, CCM, Ad Hoc reporting).
Guides the development and maintenance for HR, manager and employee-facing process documentation related to Payroll, Benefits and WFA.
Sets objectives for the HR Operations team, monitors progress, and holds functional areas accountable to meeting goals.
Liaises with HRO supplier’s governance team (Service Delivery Manager) to resolve specific operational issues, solution, recommend, plan and implement continuous improvement initiatives, and drive operational excellence.
Monitors HRO suppliers' quality of work and process compliance related to regional HRO operations; holds accountable for agreed-upon SLAs; evaluates root cause analysis reports for appropriateness.
Ensures HRO supplier is communicated to and trained on new operational processes and updates to existing operational processes for regional payroll, benefits, and WFA.
Escalates service performance issues to HR Service Delivery Team leadership and/or to the Portfolio Management Office.
Works closely with HRO to understand the "voice of the customer" and explore continuous improvement opportunities; provides recommendations to COE partners for regional payroll, benefits and WFA and global PSP on such opportunities.
Manages regional Workforce Administration Team and HR operations
Continuous improvement efforts between CoEs and HRO and regional technology suppliers, adhering to IRM and supplier change control processes.
Develops and maintains a strong partnership with the Centers of Expertise (CoE) relative to regional payroll, benefits, WFA, and Ad Hoc reporting to understand operational direction and areas of potential process improvement
Identifies data issue trends through monitoring of metric and audit reporting and works with the HRO through resolution, as applicable.
Oversees the day-to-day interactions with regional payroll, benefit and WFA technology vendors
Actively participates on the Demand Management team to evaluate, disposition, and monitor change and project requests
Troubleshoot production operation issues and manage to resolution, ensuring root cause and future mitigation documented
What you will bring to the role:
5+ years experience managing a team, experience fo remote management is desirable
Project management experience is desirable
Several years' experience in HR business process management within a shared service environment required. Desirable in an international shared services environment
Excellent communication skills (specifically, on the phone and in writing). Proficiency in English is a requirement.
Process optimization expertise
Experience with managing vendors/ BPO providers
Demonstrated ability to work collaboratively and build strong partnerships with key stakeholders in a complex, multi-supplier environment
Working experience managing supplier relationships and holding suppliers accountable for achieving agreed to performance levels
Ability to work effectively across international boundaries and organizations, and to act as a natural connector
Strong business process definition and analysis skills
Ability to organize and lead the entire lifecycle of a project
Ability to work effectively in high-pressure situations that require sound decision making
Strong analysis, problem solving, proactive root cause analysis, customer interfacing and conflict resolution skills
Bachelor’s degree in Human Resources, Business, or relevant professional experience
What we offer:
Be part of an ever evolving global organization focused on transformation and innovation.
A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.
Global connectivity to learn from 26,000+ teammates across 52 countries.
Be part of a winning team who embrace diversity, inclusion, and our differences.
Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing.
The possibility of working from home.
Category: gja_Human Resources
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE