(USA) Manager, People Services Generalist

Position Summary...

What you'll do...

Data Management: Requires knowledge of: Understanding of user data consumption, data needs, and business implications; Master data, data hierarchies, and connections to transactional data; Business, technical, process, and operational data architecture, standards, definitions, and repositories; Regulatory and ethical requirements and policies around data privacy, security, storage, retention, and documentation. To implement data management solutions and manage metadata environment. Leads changes and revisions to data, data sources and data hierarchies within assigned guidelines. Queries, reports, and analyzes metadata to ensure consistency across platforms (for example, ensuring that the reason for the termination of an associate updated in the system reflects in all upstream and downstream systems to ensure claims are processed seamlessly). Operational Excellence: Requires knowledge of: Organizational processes; Operating requirements; Root cause analysis techniques; Department workflows; Standard operating procedures and service standards. To assess situations based on an awareness of the cases and operating issues of related to them. Explains operational functions and key functional roles of an assigned department or unit. Identifies root causes for cases using standard operating procedure information. Works to resolve cases within service-level agreements, ensuring accountability for all metrics/measures related to volume, quality, accuracy, turn around, and customer satisfaction. Collaborates with cross-functional teams to integrate operating functions, ensuring seamless operations (for example, resolving integration errors/warnings or reassigning to appropriate teams for resolution). Follows regulatory processes and procedures for the for handling of cases. Seeks and analyzes situations or conditions with potential regulatory implications. Continuous Improvement: Requires knowledge of: Process/automation improvement methodologies (for example, Kaizen, Six Sigma); Business processes; Technology and tools. To define the critical workflows for executing key processes. Identifies process problems that limit performance. Focuses on the most significant problems to maximize efficiency gains. Measures standardized operations. Finds inefficiencies caused by systems, tools, and processes and works with partners to standardize operations and activities. Helps generate innovative ideas to meet requirements and increase productivity. Implements methods for improving and establishing controls for critical processes (for example, improving the termination process to consistently protect the company’s interests regarding claims management). Maintains and continuously improves operations standards. Gauges measurements against requirements. Surfaces systemic problems to be addressed at the organizational level. Utilizes service now, Workday, and other system features. Proposes systems enhancements to meet requirements better. Service Excellence: Requires knowledge of: Relevant knowledge articles; Service process and procedures; Stakeholder Management. To develop plans to achieve service outcomes. Monitors and reports on the delivery of promised service outcomes. Ensures the proper identification of stakeholder needs and priorities. Resolves complex problems and responds to unexpected stakeholder requests. Defines processes and practices for managing client expectations and service delivery. Manages opportunities for service innovation and improvement (for example, maintaining the highest level of service-level agreements and accuracy for high-volume case closures). Plans, develops, and implements improvements to the service range to exceed customer expectations. Uses technology to improve the service range and scope of customized service offerings. Project Management: Requires knowledge of: Proj