Wilmington, DE

Description

About this role

The contactHR team is responsible to deliver expert execution of a wide range of HR support, including, but not limited to, auditing transactions, responding to employee and manager inquiries on HR related policies and procedures, and acting as a partner and liaison to internal HR functions on business led initiatives. The role is aligned within the HR Infrastructure People Operations function and contributes to the alignment of global HR processes.

The contactHR Team Lead will be responsible to manage a team of analysts, working closely with HR to deliver services across the firm, understanding client demands, managing deliverable while simplifying and standardizing processes. Additionally, the ideal candidate will have experience providing excellent HR support and partnership in a fast-paced, demanding environment.

We are seeking an enthusiastic, hands-on individual who is passionate about providing excellent client service, with a process improvement mindset.

Key Responsibilities:

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  Manage contactHR team (approximately 5 individuals) day-to-day; oversee workload and quality of service, while flexing and balancing activity to ensure even allocation; manage SLAs for team
  
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  Partner with global and regional HR peers, as well as global leaders to share best practices and ensure services are delivered on a consistent basis; build and maintain strong, mutually beneficial relationships within the HR and broader firm's community, both globally and regionally; Navigate and handle the complexities and nuances related to country variances, escalations and issues partnering with stakeholder's as needed
  
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  Effectively explain company policies, practices, and HR initiatives to managers and employees in an engaging and client focused manner
  
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  Understand and communicate business and reporting requirements and changes that could impact the delivery of the services
  
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  Troubleshoot issues, monitor risk and ensure mitigation plans are in place; Continuously identify and drive process improvement and standardization opportunities to provide an outstanding employee experience, identify areas for automation and reduction of risk; Conduct periodic audits and reconciliations of processes, build/ follow proper controls to mitigate risk
  
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  Manage, coach and regularly meet and discuss performance with each team member, working to continually develop their skills and experience
  
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  Recruit and train new and existing team members on new and improved processes
  
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  Leadership and participation on ad-hoc and planned projects on regional scale
  
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  Provide exceptional customer service to internal clients, efficiently and effectively answering their questions, providing them with accurate information and / or sound advice while working to problem solve with them
  
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  Run regular, sample based QC process on inquiry quality to ensure quality standards and requirements are met
  
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  Empower the team members with data insights to manage their priorities effectively
  
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  Manage and coordinate high stake exception processes, e.g. Senior Advisor contracts, GEC promotions
  
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  Identify and coordinate global projects in contactHR to streamline process definition, execution and documentation:
  
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    Ensure functional audit readiness
    
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    Ensure process documentation is detailed, updated and capture regional process requirements
    

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  Represent contactHR in HR P&I strategic projects, e.g. Inquiry management system implementation, global metrics reporting, quality feedback implementation
  
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  Identify process automation opportunities and coordinate with
  
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  Establish a global Knowledge Management framework for contactHR
  
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  Work with the HR Digital experience team to prepare contactHR knowledge to be client facing, enhancing self-service and additional support channels (e.g. chatbots) for future state
  

Experience/Education:

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  An ability to handle a large volume of multifaceted requests and deliver with accuracy and speed, while maintaining a high level of attention to detail.
  
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  Solid verbal and written communication skills, including the ability to effectively reach out to and connect with employees, stakeholders, candidates and vendors, via phone and e-mail.
  
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  Experience working across cultures and in a matrixed environment (preferred); proven ability to work independently but also to build and sustain high performing partnerships, both locally and globally.
  
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  Team-work orientation and comfortable working with remote team members.
  
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  Proactivity and results driven mindset.
  
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  Ability to build effective and positive relationships across the HR function
  
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  5-8 years of experience in HR, in a consulting/operations role in a global company, preferably in financial services
  
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  Master's degree in business or human resources preferred
  
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  Experience with Workday and building/improving business processes
  
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  Proficient level of Microsoft Excel, Outlook and PowerPoint skills
  

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit careers.blackrock.com | www.blackrock.com/corporate | Instagram: @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.