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Team Lead, HR Services

 

Team Lead, HR Services

  • JR-122309
  • Tampa
  • Human Resources
  • Full time
Team Lead, HR Services

Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.  

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success. 

Job Summary: The Team Lead HR Services provides direct supervision and support to the HR Services Americas team by guiding and advising on HR operational process , systems and projects within the tier model. The Team Lead is responsible for managing processes and team members to meet HR Services standards of accuracy and timeliness, with a customer centric focus. The Team Lead serves as an escalation point for complex queries and issues and helps to manage stakeholder relationships. The Team Lead contributes to and implements continuous improvement and other initiatives within the Tier and team.

Responsibilities

Leadership 

  • Provides immediate supervision, assigning tasks, checking work, maintaining schedules, and acts as advisor by being engaged to resolve problems
  • Supervises the day-to-day work of the team to ensure that the duties they are undertaking are carried out in a timely manner and projects are progressing as expected
  • Motivates team and assists in keeping team members accountable for high quality work
  • Monitors team development and notes areas of growth
  • Resolves conflicts, escalating if needed
  • Ongoing train the team member for process improvement and new program launch

HRS Strategy                                                                                                                    

  • Participates in supervisory strategy development through engagement with managers
  • Executes strategy through the daily operations, project involvement, stakeholder management and employee development
  • Implements and administers human resources programs, policies, and processes throughout the employee life cycle under the remit of HR Services, supporting the HR strategies
  • Utilizes the case management tool to track trends and works to continuously improve the efficient operations of the function and support HR Operations priorities and influence future enhancements

Operation and Resources Management

  • Provides supervision support to the Tier 1 and Tier 2 cases to provide supervisory guidance and direction on HR programs, processes, and systems to employees and managers within a defined SLA timeframe   
  • Identifies maintenance needs of HRS knowledge library and organizes regular reviews and updates including replacement of translated content
  • Supports escalated, sensitive or complex processes and queries across multiple HR Systems to resolve employee and manager queries including Workday and HR library in Service Now
  • Drives execution and training for the team of the HR Services Ways of Working, SLA and KPI's
  • Responsible for how HRS metrics are managed within the Americas region
  • Helps plan capacity and ensures workload distribution by level, tier and project are balanced
  • Drives strong customer service culture, standards for high quality resolution and consistent support of standard processes across the team by reinforcing documented work instructions and ways of working guidelines
  • Supervises SLA, KPIs for adherence by the team, providing developmental coaching for improvements and best practices
  • Understands and executes compliance requirements, reports and tasks for SOX, Employee Data Governance and other policy requirements, ensuring team supports as needed
  • Drives data accuracy and integrity with all transactions, communications and stakeholder support by completing regular quality reviews
  • Oversees complex, sensitive or escalated processes and queries across multiple HR Systems to resolve employee and manager queries

Customer and Stakeholder Management 

  • Serves as the team's supervisory escalation for complex cases raised by employees, managers, HR teams and other stakeholders
  • Work with other HR leaders in their assigned regions and process areas in resolving complex, sensitive cases, and process / program issues
  • Drives the customer focus and continuous improvement through the lens of the company's customers and stakeholders
  • Prepares insights and commentaries on team and process performance with a focus on continuous improvement of the employee experience

Vendor Management

  • Assists in managing external HRS vendors, escalating issues, as required
  • Builds partnerships with vendors for execution of process/services and compliance

Project Management & Process Improvement

  • Works with several/regional stakeholders to drive continuous improvements and build efficient workflows
  • Identifies inefficiencies in processes and suggests streamlining solutions and priority needs
  • Supervises proactively by advising team members on positive and prompt ways of resolving queries, monitoring queues to ensures SLAs are upheld
  • Participates or contributes to global, regional and/or functional HR projects to influence requirements and design, identifies areas of impact and participates in testing to help launch and train within the region or tier group
  • Responsible for directly supervising change efforts, implementing within the region or tier structure

Qualifications

  • 1+ years experience preferred

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

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Equal Employment Opportunity: 
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

(US Applicants)

Please click here to see the “EEO is the Law” poster and supplement.

Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.