Sr People Services Delivery Manager (USA Remote)

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

As the Senior People Service Delivery Manager, your responsibilities will include ensuring that our Tier 1 and Tier 2 teams know to effectively address employee queries, guide them, and resolve issues. You will also manage the company's People processes, providing expertise in operational effectiveness and compliance, and work towards achieving our company and department goals. The ideal candidate will leverage technology to enhance processes and keep the People Share Service team knowledge base updated (scripts, manuals, quick guides, Global Service Catalog, run regular cross-training sessions, etc.). Be accountable for keeping the team engaged in meeting operational excellence objectives (SLA, KPIS, Service Quality, and Employee experience objectives). This role involves building relationships with the People Team to collaborate on People efforts and working with other departments to ensure legal and regulatory compliance while minimizing organizational risk.

Duties and Responsibilities

Lead:

• Provide guidance, coaching, and support to our Tier 2 and Tier 1 roles, allocate tasks, set priorities, and monitor team performance
• Manage the JIRA ticketing system, monitor created tickets team workloads, and ensure that everything is properly assigned, categorized, documented, prioritized, tracked, and delivered timely according to SLAs and OKRs while ensuring accuracy and compliance
• Remove roadblocks and empower team members to define, document, optimize, and operationalize end-to-end business processes

Policy Development and Implementation:

• Draft and implement procedures, processes, and policies to enhance the company's compliance stance
• Collaborate with people and legal teams to update people policies and procedures
• Draft and implement company policies for employees, including employee handbooks
• Ensure policies are clear, accessible, and consistently applied across the organization

Monitoring and Auditing:

• Conduct regular audits to identify compliance issues, investigate work-related incidents, and provide recommendations for corrective actions

Legal and Regulatory Compliance:

• Ensure the company complies with all relevant laws and internal policies, enforcing regulations at all levels
• Maintain accurate records of compliance activities and employee data, ensuring confidentiality and adherence to data protection laws
• Stay up-to-date with changes in employment laws, regulations, and industry standards at local, state, and national levels
• Analyze how legal changes impact the organization's People policies and practices
• Ensure company compliance with all relevant labor laws and regulations

Training and Education:

• Provide guidance and training to employees and managers on compliance matters, ensuring they are well-informed about applicable laws and regulations
• Partner on compliance-related training sessions on various People requirements, ethical standards, and best practices

Risk Management:

• Work with legal departments and other teams to communicate regulatory requirements and support compliance initiatives
• Identify areas of non-compliance or potential risk and develop strategies to mitigate risks
• Coordinate with internal counsel and senior leadership to develop compliance testing procedures

Recordkeeping and Reporting:

• Maintain accurate and confidential records related to compliance activities, training sessions, and policy updates
• Prepare reports on compliance activities for management and relevant stakeholders

Management Responsibility; Manage up to 4 Tier 1 & Tier 2 Specialists

Qualifications

Requirements: 

• 5+ years experience supporting human resources and related systems and/or employment law m