Apple EMEIA HR Helpline EMEIA Leader

Apple

Cork

Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks. Global HR Operations is looking for an experienced Shared Services Manager to lead the EMEIA HR HelpLine team. Just as Apple provides top-rated customer service for its products, the HR HelpLine is built to provide a top-rated service to Apple's employees. Apple is looking for a highly-motivated, team-oriented professional with a passion for customer service and with previous experience managing and leading shared services teams. This role is located in Cork Ireland, our european head quarters. Key Qualifications: o8 years of experience in leading and managing a shared services centre in a global, fast paced, customer focused environment ideally in the Tech industry. oOutstanding leadership, influencing and negotiation skills. oPrevious experience of managing a diverse and multicultural team. oProven track record for¿driving a top tier services operation and achieving KPI's. oInbound response centre management experience a requirement. oMust be passionate about customer service, quality and the urgency and importance of taking care of employee needs in a timely and effective manner¿ oAbility to demonstrate strong organisation skills with proven experience in dealing with rapid change in a sometimes extremely ambiguous environments. oHighly nimble and reactive to day to day business issues across multiple countries, namely proven ability to effectively multi-task, quickly shift direction, adapt rapidly to changes in business needs, and approach problems creatively and creatively. oStrong conflict management, facilitation, and negotiation skills. oImpeccable attention to detail and quality of work. oDemonstrate a clear skill for forward-thinking, always anticipating and planning for possible future outcomes. oExperience working with global teams and flexibility is required in this role due to our teams being in multiple timezones. oTravel will be required approx.20% of the time, to EMEIA and US as required. oFlexibility in the role is required due to different timezones. Description: The EMEIA HR HelpLine Manager will drive and be accountable for the day-to-day management and further implementation of the established EMEIA HR HelpLine to ensure Apple meets the needs of its rapidly growing Apple employee population. The HR HelpLine in EMEIA provides customer enquiry support and a centralised administration support for various HR programs in EMEIA (e.g., Benefits, HR Systems, Payroll, and HR Records. The roles responsibilities will be to: Manage, coach, motivate, evaluate and a team of HR agents who provide HR programs and customer service to Apple employees and managers across 9 countries in EMEIA. Work to bring more countries within the scope of HR Helpline and lead the efforts to ensure the HR agents are set up for success on same. Drive results and achieve HR HelpLine KPI's on a monthly and quarterly basis and report within and outside the function and monitor response resolution time and quality. Drive continuous improvement initiatives in order to ensure achievement of same. Oversee the continued development of knowledge-base content, web content, and feedback and reporting mechanisms targeted at continuous improvement, increased employee satisfaction and enhanced operational productivity and efficiency. Work with Partners and Business HR across EMEIA to ensure a fit for purpose solution and achievement of scope of services. Evaluate and determine future potential expanded content service areas with the wider leadership team and lead the change that will bring. Manage special initiatives and global projects as they impact the EMEIA HR HelpLine as required. Education: Requires 10 years relevant HR experience, with at least 8 years management experience. BA or equivalent¿ This job originally appeared on RecruitIreland.com.

2438 days ago