Job Description

We are seeking highly qualified HR Service Manager to join the Alibaba International Business (AIB) team (can be based in San Meteo or London). This position will be responsible for leading and managing the day-to-day operations by directing and coordinating activities consistent with established goals, objectives, and policies. Proactively lead growth opportunities, and customer service programs with exceptional quality and lean efficiency. Manage an aggressive growth strategy to ensure we reach customer service metrics.

The scope of this position includes but is not limited to a system wide service center that handles all associate inquiries, problems and concerns regarding compensation, benefits, tuition reimbursement and all HR transactions.

The Role

• Responsible for the operation and management of the service center that provides payroll, benefits, HR policies, timekeeping, payroll adjustments and unemployment
  

• Maintain a working knowledge of relevant issues, laws and regulations pertaining to pay practices to ensure optimal value and full regulatory compliance

• Partner with Payroll and Finance to assure that all fiduciary responsibilities are met

• Partner with Benefits department to support administration of benefits programs for all associates

• Manage the security and maintenance of HR personnel files. Ensure that all files are complete and ready for regulatory inspection

• Partner with third party provider of licensure verification

• Provides leadership and coaching to team members in support of individual associate professional goals and ambitions

• Budget oversight and position for the future of the department

• Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives

• Implements programs to ensure attainment to business plans for growth

• Provides direction and structure for optimal workflow utilization. Including but not limited to training initiatives, establishing key metrics, driving and monitoring productivity and improving business process

• Regular review of departmental processes in order to execute process improvement opportunities

• Responsible for performance management, hiring, associate retention and growth

• Provides mentoring and guidance to associates of the Service Center

• The information above is for summary purposes, and is not intended to be a comprehensive list of essential functions

Qualifications

• Bachelor’s Degree in Human Resources, Business or related discipline

• Minimum of five to ten years of solid, diverse work experience in human resources or operations previous supervisory / management experience

• Minimum of three years of HR Generalist experience preferred

• Experience in an HR Service Center / Contact Center Operation

• Knowledgeable of HR disciplines (e.g., Talent Acquisition, Total Rewards, etc.)

• Excellent management skills and ability to organize and plan effectively to meet both short and long range goals and objectives

• Excellent oral and written communication skills and ability to convey business requirements and technical needs in a clear, concise, and effective manner

• Excellent interpersonal skills and ability to work effectively with and influence key stakeholders including business partners and HR staff

• Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, quality of service, and costs

• A good balance of conceptual and analytical thinking and problem solving skills

• Strong leadership capabilities with a passion to develop people

• Continuous improvement focus- Lean methodology a plus

• Mandarin is astrong plus

关于IDEABOXESUK