Job Description Summary

This position reports to the HR Service Delivery Senior Manager for the Americas HR Service Delivery Team and the purpose of this position is to ensure efficient and effective delivery of the services provided. This role is responsible for supporting and monitoring the team to ensure all service level agreements and quality requirements are met. The incumbent is responsible to achieve highest level of customer satisfaction, efficacy and efficiencies through change management, close monitoring of the performance metrics and deliverables of the teams. Additionally, will be responsible for the Security Roles audit process and overseeing compliance during report access requests outside of the standard process among other responsibilities. He/She will work with all teams of the HR ASC for effective team development and service management on associate inquires, processes and support requests within Global business services (GBS) framework.

Job Description

We are the makers of possible!

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find progressive solutions that turn dreams into possibilities. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. 

This position reports to the HR Service Delivery Senior Manager for the Americas HR Service Delivery Team and the purpose of this position is to ensure efficient and effective delivery of the services provided.

Responsibilities include:

• Serve as a point of contact for team leads and ASC team members; Interact with various employment levels and departments within the organization for problem resolution

• Track, analyze, recommend and monitor implementation of continuous improvement solutions to service enhancement opportunities

• Lead or participate in continuous improvement initiatives to ensure services are effectively delivered

• Perform audits to maintain compliance with established procedures, using the provided tools and systems.

• Primary interface to CoE and non-HR functional departments to appropriately escalate inquiries/concerns

• Ensure the ongoing achievement of department objectives are meeting and exceeding defined Service Level Agreements (SLAs)

• Monitor to ensure the groups continually provide excellent client and customer service

• Oversee, handle and track team performance to assure data accuracy and compliance within applicable systems

• Perform global quarterly Workday security audits, identify any flagged items and ensure proper closure for any findings.

• Present Workday Security Audits quarterly results to HRSD leadership.

• Complete risk assessment and approvals required for reporting requests outside pf the standard guidelines.

• Provide staff with technical support and guidance on core ASC Operations HR processes (respond to and resolve increasingly complex issues)

• Provide input into appropriate metrics and reports around compliance, performance, and data analytics.

• Assess case management and timely closure of tickets with Supervisors/Team Leads to ensure quality customer service.

• Serve as a liaison between the HR Services vendor and the Center of Excellence, ensuring timely resolution of employee issues and concerns;

• Support communications and logistics for various programs and events sponsored by HR including Annual processes, End of year events, SOX Audits and others.

Knowledge, Skills and Abilities:

• Demonstrates understanding of the Customer Experience by referencing deep fact-based insights. Anticipates and addresses customer needs as the priority of the organization.

• Understands business goals and drive team results making sure alignment with key performance indicators.

• Understands BD leadership standard and cultural pillars. Understands and articulates the business need for inclusion and diversity. Sensitive towards other cultures and worldviews.

• Ability to handle multiple priorities, work independently and quickly assess and resolve issues.

• Adept at translating complex information into simple, understandable terms.

• Excellent oral and written communication skills

• Deep interest in co