The Dow Chemical Company has an excitingopportunity for a HRKnowledge Team Leader , within Human Resources (HR) to be localised in Terneuzen, Netherlands .
OurHR organization is in the process of transforming to a leading-edge operatingmodel. This role would be located within the HR Solutions arm of thisoperating model.
The HR Solutions organization will be responsible forthe design and delivery of innovative solutions to all employees andleaders.
HR Solutions roles will contain deep subject-matter expertise inorder to consult on programs, processes and people. The top priority ofHR Solutions is to deliver the best Employee Experience throughexceptional delivery of a portfolio of solutions.
We are looking for people who :
Have a passion for learning
Are never satisfied with thestatus quo
Build successful relationshipsand thrive in diverse networks and working teams
Are willing to try new ways of doing things
Desire to understand thebusiness and external customers
Enjoy using data to tell astory or make a case for change
HRKnowledge Team Leader providesoperational leadership and drives service expertise across all functionaldisciplines (Tier 1 and Tier 2 resources) to enable a best in class employeeexperience.
Daily monitoring for HRcalls / inquiries, ServiceNow cases, and associated performance metrics, andtakes immediate action to drive exceptional service delivery and consultation.
The role also includes responsibility to integrate new programs, policies andprocedures into HR Solutions support model solutions to ensure effectiveimplementation and delivery.
Leads a large Front Office team; ensures knowledge and personal development of people in the knowledgecenter team
Manage daily service operations, responding to service demand asthey arise (e.g., volume of calls, ServiceNow cases, e-mail queries, etc.)
Drive day to day management of the Front Office Analyst andSpecialist teams across all functional areas in HR Solutions
Work with cross-functional disciplines to provide appropriateservice delivery and consultation to resolve cases
Monitor and manage staffing needs for the Front Office based onseasonal call volume peak time (e.g., adjust resource pool to handleanticipated influx of calls in a certain discipline)
Monitor, track and report on Font Office SLA metrics
Define and develop staff capabilities and maintain skill levels asrequired for exceptional service delivery
Identifies and acts on immediate improvementneeds (e.g., to reduce inquiry volume)
Provide input into overall continuous improvement process (e.g., toreduce call volume)
Monitor staffing analysis and make joint recommendations on staffdevelopment, progression and succession planning
Promote culture amongst Team Leaders whereby Analysts / Specialistsare not bound to their respective teams (e.g. Comp, Benefits, Payroll etc.)
Allows Analysts and Specialists to move between Front and Backoffice based on resourcing needs (e.g. employees going on leave).
Consistent application of the portfolio to drive repeatableeffective and efficient resources management and cost efficiencies