Job Description
BPO Governance and Vendor Management
- Responsible for vendor management and overall governance for operational service BPO, HR services, and local HR service providers.
- Serve as the primary contact for the BPO provider, ensuring seamless collaboration and service delivery by aligning on changes, updates, and services through joint forums.
- Coordinate, monitor, and ensure quality standards and compliance for regional HR services according to agreed SLAs and KPIs.
- Negotiate with vendors and HR locations on change requests to ensure proper implementation.
- Maintain documentation and processes for future reference and control.
Service Delivery for External and In-House HR Services
Act as the coordinator and point of contact for workforce data management, employee and HR services, payroll, and time management for BPO and in-house HR services.Handle payroll activities, including validation, verification, salary payments, GL reconciliation, statutory validation, and year-end activities for BPO countries.Oversee benefits administration and operations.Coordinate compensation administration.Manage tasks not covered by BPO.Conduct regular reviews with in-house HR and vendors to ensure service continuity and quality, meeting SLAs and KPIs.Serve as process owner for HR services in responsible countries.Conduct customer satisfaction surveys, analyze feedback, and implement continuous improvement plans.Manage customer expectations and satisfaction through ongoing improvements.Operations and Systems Support
Provide second-level support for local key users.Act as the single point of contact for defined local key users.Validate change requests and coordinate with HR IT for further validation and documentation.Resolve incident cases as second-level support, document incidents, and coordinate with third-level support when necessary.Coordinate and facilitate key user training, prepare training documentation.Test system changes and legal patches in coordination with local key users and HR IT.Change Request and Incident Management
Validate change requests and coordinate with HR IT.Support incident resolution and documentation.Training
Coordinate and facilitate key user training, generate documentation.Testing
Test system changes and legal patches with local key users, ensure proper documentation.Project Management & Reporting
Manage project scope, objectives, and resources, such as HR Digitalisation for APAC.Monitor project progress, identify issues, and make adjustments.Report project milestones and progress.Manage HR Service Management APAC dashboard reporting using Power BI or similar tools.Additional Information
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Qualifications
Degree or equivalent with 3-5 years experience in HR, HR systems, vendor management, governance, process improvement, or project management.
Company Description
Continental develops innovative technologies for sustainable, connected mobility. Founded in 1871, it offers solutions for vehicles, machinery, traffic, and transportation, with 2023 sales of €41.4 billion and around 200,000 employees across 56 countries.
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