The People Operations team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Leading with care and empathy, we develop efficient and simple people processes, systems, policies, and programs. We deliver data that is useful and accurate to create People-related strategies across the business. We manage people knowledge and build project management capability across our People function. Our work also ensures Facebook remains protected and compliant. We strive to ensure employees feel heard and given the resources and support they need during the most important moments of their careers. The People Services Experience Lead role will ensure the delivery of consistently accurate employee experience across the entire employee lifecycle. This role will oversee and manage the day-to-day team members responding to employee inquiries as well as jumping into queues and ensuring responses are in compliance and providing the best experience to our employees. In addition, the lead will manage and drive projects to enhance, digitise and optimise HR processes and experiences for our workforce. The ideal candidate will exhibit strong attention to detail, critical thinking capabilities, a passion for outstanding and delivering exceptional customer service, leadership skills to develop talent and have practical experience in project management and process improvement.
PEOPLE SERVICES SPECIALIST - LEAD RESPONSIBILITIES
Manage a team responsible for answering front line employee questions and delivering an exceptional employee experience.
Monitor key performance metric scores and implement changes to continually increase performance against service level agreements (SLAs), quality, and customer satisfaction.
Manage and drive cross functional, regional and global projects (focussed on enabling the scaling of our Peoples Services team, building case management best practices, enhancing metrics / dashboards, automation and digitising experiences)
Manage and facilitate regular quality management reviews and audits.
Monitor and audit case interaction quality and proactively implement measures to minimize escalations and unnecessary handoffs.
Work with our HR partners to share case management best practices and ensure consistency in employee experience
Serve as a subject matter expert on HR policies and coach and mentor team.
Develop and deliver training and onboarding of newest workforce team members.
Manage inbound employee inquiries, identify needs, process necessary transactions in Workday, Salesforce and other systems, and escalate issues or re-assign inquiry, as required
Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority.
5+ years of experience in HR, HR Operations, or Consulting experience
Ability to provide exceptional customer service and deliver continuous improvement of processes
Demonstrated capabilities managing and driving cross functional, regional and global projects
Experience in a shared service environment
1+ years people management experience
Experience with case management tools such as Salesforce Service Cloud
Demonstrated capabilities owning and driving processes and improvement projects with minimal direction
Ability to plan and align with cross-functional and global partners to create a consistent employee experience
Demonstrated problem-solving and critical thinking skills
Excellent communication skills and ability to handle sensitive matters with tact and diplomacy
Demonstrated capabilities utilising data & analysis to inform decision making
Ability to work professionally and discreetly with extremely confidential information
Capable of exercising independent judgment and discretion while utilizing company policies and practices to determine appropriate action
Comfortable working through ambiguity and uncertainty in a fast paced, ever-changing work environment
Self-starter and fast learner requiring minimal direction
Experience with Benefits and Payroll procedures
Attention to detail and accuracy
Proficiency with MS Office applications especially Excel and PowerPoint
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.
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