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Employee & Manager Support - Team Lead

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Date: 08-Apr-2021

Location: Petaling Jaya, 10, MY

Company: Kerry

Requisition ID 24567 
Position Type FT Permanent 
Posting Type DNI 

Kerry Global Business Services (GBS) is an integral enabler of Kerry’s vision to be our Customer’s most valued partner, creating a world of sustainable nutrition.
There are five key elements of our success:
•    We are a key enabler for Kerry’s vision – we enable the business, by making it easier for everyone to deliver, to allow a focus on commercial excellence.
•    We focus on continuous excellence – we apply continuous excellence to everything we do, eliminating waste and optimising our services across functions.
•    We purposefully manage and develop talent – we attract and nurture talent to deliver innovative, digital business solutions and services.
•    We are anchored in our operating model – through our scalable platform, we support Kerry’s strategic growth objectives.
•    We win together as true partners – we unlock value by providing best in class solutions and services across all of Kerry.

About the role

As the Tier 1 Team Lead of the Employee and Manager Support Services and part of our Employee Experience Services section of our Global Business Centre, you will be responsible for leading a team of highly skilled Administrators and Advisors on a journey to be a world class service delivery team, ensuring a right first time approach through innovative ways of working and the elimination of waste all the while delivering standardised, customer-centric services and solutions to our Employees and our People Managers across the globe. 

Key responsibilities

•    Providing true expert knowledge and guidance to all Tier 1 Administrators in the Employee & Manager Support section of the Global Business Centre, on the future/emerging strategy for HR case management, HR Support and administration on our journey to become a “Best in Class” service centre continuously improving employee experience and making it easier for our People.
•    Analysing relevant internal metrics to provide insight in to current and future team performance; adapting and improving the service in an agile and responsive way, aligned to the Kerry GBS framework and the Employee Experience Services Strategy.
•    Owning the Business Continuity Plan and Disaster Recovery Plan for the continued operation of all HR support services and Tier 1 contact levels in countries under your domain in case of unforeseen emergencies
•    Creating and leading a high performing team to achieve KPI/SLA targets and deliver outstanding operational results. 
•    Being able to drive talent and performance through setting clear objectives, managing performance and creating opportunities for the team
•    Demonstrate a deep knowledge of the Kerry GBS framework and service model, and associated tools and systems (such as self-service Knowledge base and virtual Agent functionality, online document repositories etc.) and use this knowledge to ensure excellent cross functional working and collaboration with all relevant COEs and partner functions.. 
•    Create and maintain a culture of Continuous Excellence across your team by enabling an environment of continued growth and development, implementing continuous excellence tools and routines and ensuring representation of the Tier 1 section in Continuous Excellence Pillar groups.
•    Lead the simplification and standardisation of ways of working and processes based on industry leading practices.
•    Own the relevant process documentation, training material, measures definition, and ensure they are up-to-date and applied by Tier 1 Teams across the organisation. 
•    Champion a customer focused, efficient and cost-effective function with quick turnaround through optimal use of technology, automation and lean processes. 

Qualifications and skills

•    4+ years experience if which at least 1 year in a managerial position
•    HR Qualification
•    High level of English language proficiency as this is Kerry's most widely spoken language.
•    Confidently able to successfully deliver services and have high quality interactions with Business Partners and Customer groups.
•    Able to select the most appropriate method of communication to any given situation and tailor approach accordingly to ensure the most receptive audience and the best likelihood of influence and success.
•    Proficiency in one or more additional foreign language would be a significant advantage (in particular Indonesian Bahasa, Chinese, Thai, Arabic, French, German, Italian, Dutch , Spanish, Polish)
•    Advanced use of MS office and other key business tools