Lead HRSS Analyst

OPENTEXT – THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.  

The Opportunity:
Supervisor is a key contributor within OpenText HRSS Delivery. This position will provide operational oversight into the HR transactional support function, providing insight into departmental performance, service delivery, and achievement to hiring goals. Supervisor will work closely with HR partners, Managers, and Business leaders to drive execution and provide a best-in-class HR experience. This role will also assist leadership in the daily management and distribution of work to maximize operational efficiency.

You are great at:

• Develops and maintains oversight procedures to monitor transactional activity for all HRSS volume that goes through GHRSS. Tracks incoming volume and partners with the team (including Tier1 and Tier 2) and leadership to align appropriate resourcing. (30%)
• Plays a leadership role in driving initiatives including elevation resolution and conducting customer feedback calls. (20%)
• Actively identifies opportunities for educating team. Assists with the onboarding and training of new GHRSS team members. Maintains and updates training content in knowledge base tool. Mentors staff to maximize performance and potential. (20%)
• Conducts weekly risk assessments to determine resource allocation and prioritization. Oversees departmental compliance to regulatory requirements. Conducts regular case audits and quality monitoring of frontline team to ensure adherence to customer service expectations. (10%)
• Continually assesses existing programs and processes, and develops new initiatives to increase efficiency, quality and reduce waste. (10%)
• Leads regular team huddles/meetings to discuss enhancements to departmental procedure and engages team members in solution development and decision making. (5%)
• Supports and processes work and project assignments, as assigned. Provides support to lower-level representatives and new staff as needed. Performs other related duties and responsibilities as assigned to support initiatives which align with business goals and promote collaboration between GHRSS, Tiers 1 & Tier 2. (5%)

What it takes:

• Minimum Qualification – Should be a Graduate in any discipline, preferably in Human Resources
• 7-10 years’ experience in HRSS with at least 2 years in people leadership role
• Should have managed complete employee life cycle covering hire to retire, benefits, query resolution etc.
• Expertise in managing multi-regions HRSS that are globally consistent and at the same time had managed regional / country level nuances
• Should have strong working knowledge in HR ERP systems, preferably Success Factors / SAP
• Proficiency in stakeholder, team, vendor management etc.
• Should be a team player and possess strong interpersonal and influential skills
• Excellent written and oral communication skills
• Ability to multi-task, dealing with conflicting priorities, worked in an diverse culture environment     

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against Covid 19 in order to enter an OpenText office. Accommodations may be available.