Position : Americas ASC Data Ops Specialist

Location : San Antonio, TX

Duration : 12 + months contract

Start Time : 8:00 AM

End Time : 5:00 PM

Total Hours/week : 40.00

Qualifications:

• Minimum of 2-two to 3-three year’s professional experience working in a Shared Services environment supporting HRIS Data Management and Data Ops.
• Excellent proficiency in English (read, write and speak) required.
• Proficient in group end to end HR processes
• Experience working with an HRIS system, preferably Workday.
• Excellent oral and written communication skills and the ability to independently compose routine written communications.
• Strong attention to detail and the ability to use that information to represent the service center to the CoE using influence and persuasion to ensure process considerations are accounted for in new or modified programs and policies
• Strong Excel Skills
• Strong problem solving and analytical ability
• Stellar customer service skills.
• Proficiency in Spanish, Brazilian Portuguese, and/or French languages a plus.
• High School diploma required. Associate’s Degree or Bachelor's degree in HR/Business Administration preferred

Responsibilities:

• The Americas Associate Service Center Data Ops Specialist reports to the Americas ASC Data Management Lead and the purpose of this position is to plan, organize, coordinate and manage the service delivery of the Americas ensuring a positive customer experience.
• The position will utilize discretionary latitude in decision-making and being a subject matter expert in HR managed policies in the Americas Data Management.
• This position supports the Customer Interaction Center (CIC) in developing and updating call scripts and by receiving and resolving tier 2 inquiries.
• The position provides expertise and is a point of contact cross functionally with the applicable Center of Excellence (CoE).
• The Americas Associate Service Center Data Ops Specialist reports to the Americas ASC Data Management Lead and the purpose of this position is to plan, organize, coordinate and manage the service delivery of the Americas ensuring a positive customer experience.
• The position will utilize discretionary latitude in decision-making and being a subject matter expert in HR managed policies in the Americas Data Management.
• This position supports the Customer Interaction Center (CIC) in developing and updating call scripts and by receiving and resolving tier 2 inquiries.
• The position provides expertise and is a point of contact cross functionally with the applicable Center of Excellence (CoE).

Key Responsibilities:

• Serve as the subject matter expert for Data Management / Data Ops programs, policies and processes
• Identify and recommend methods to update, simplify and enhance processes, procedures and technologies
• Provide staff with technical support and guidance on core Americas Data Management HR processes (respond to and resolve increasingly complex issues)
• Act in a consultative and project management role to CoE to define and implement program delivery.
• Identify process and systems implications of, and solutions to, new or modified programs and policies
• Primary interface to CoE and Non-HR functional departments to appropriately escalate inquiries/concerns
• Lead or participate in continuous improvement initiatives to ensure services are effectively delivered
• May develop and mentor staff
• Launch case management with ownership from intake to transition, escalation, or closure
• Ensure on the job training occurs where appropriate
• Gather and analyze appropriate metrics, data and reports around compliance, performance, and data analytics (peer-level) to help initiate improvements
• Provide input into appropriate metrics and reports around compliance, performance, and data analytics
• Monitor case management and timely closure of tickets with Supervisors/Team Leads to ensure quality customer service