The HR Digital Support Manager is a key member of Syngenta’s Global HR Digital team with a primary focus on managing all support related activities across our Global HR Technology landscape. This includes the management of our support knowledge base, the ongoing refinement of our support services driving operational excellence, effective storytelling utilizing support data to drive root cause analysis and creating/embedding key capabilities across the support team furthering our culture of continuous learning and development across the HR Digital function.
Key Accountabilities
General Day to Day Management
- Manage the day-to-day operations of our HR Digital Support team ensuring high-quality consistent support and service delivery
- Effectively manage all escalations relating to HR Digital Support, embedding lessons learnt and continious improvement where applicable
- Continuously monitor support service adherence to SLAs and necessary action plans to enable refinement to achieve exceptional service targets
- Detailed analysis of incidents for themes relating to technical issues or end user training requirements with the appropriate collaboration to positively impact Support ticket numbers (decrease)
- Drive the continuous review and maintenance of knowledge base articles to provide robust reference materials for increased efficiency within our Support function
- Implement continuous improvement initiatives for HR Digital support processes (Incidents & HR Cases) for further efficiencies with focus on the user engagement with the process
- Identify and recommend business process improvements, and/or system optimization opportunities to better align with business needs
- Ensure annual repeatable maintenance tasks are planned and executed without business disruption
- Accountable for HR Digital product releases, understanding the changes and impact on support services
- Identifying opportunities for Automation in the Support Function, through to effective cross team collaboration and implementation
- Partners with Stakeholder Groups to represent the HR Digital Support function including service insights through reporting and appropriate commentary.
Projects and Change Initiatives
- Representing HR Digital Support in knowledge transfer sessions from Projects and BAU change delivery to ensure robust service transition
- Ensures support knowledge articles are created as required and embeds service requirements into the support team
- Ensures project go/no go decisions are supported with a service readiness recommendation to ensure support services are considered as a critical determining factor
Leadership
- Encourage and role model effective collaboration, interconnectivity, and process alignment with all areas of HR Digital and our stakeholder networks (global and regional)
- Role model desired behaviors including service mindset, customer centricity, knowledge sharing, coaching, mentoring and operational discipline to create a high performing effective support function
- Work aligned to a model of empowerment, understanding data and making decisions
- Displays strong capability in design thinking, critical thinking, influencing and storytelling/framing
Company Description
Syngenta is one of the world’s leading agriculture innovation company (Part of 33.4 billion USD Syngenta Group) dedicated to improving global food security by enabling millions of farmers to make better use of available resources. Through world class science and innovative crop solutions, our 57,000 people in over 100 countries are working to transform how crops are grown. We are committed to rescuing land from degradation, enhancing biodiversity and revitalizing rural communities.
A diverse workforce and an inclusive workplace environment are enablers of our ambition to be the most collaborative and trusted team in agriculture. Our employees reflect the diversity of our customers, the markets where we operate and the communities which we serve. No matter what your position, you will have a vital role in safely feeding the world and taking care of our planet.
To learn more visit: www.syngenta.com
Qualifications
Required Experience
- Experienced in leading a successful team in a high pressure environment
- Minimum 5 years of HR Systems experience in either configuration or support roles across multiple functional areas (Recruiting, HCM, Reporting, Security, Absence, Time Tracking, Talent, Performance)-workday or equivalent process , certification – service management role
- Proven track record for mentoring colleagues and building capabilities to positively impact an organization
- Extensive management and leadership experience in a support function environment relating to incident management- will have a team of internal and vendor resources
- Excellent analytical skills with the ability to troubleshoot perceived technical issues utilizing various root cause analysis methodologies
- Vast change management experience and the ability to independently drive initiatives forward through to positive conclusion
- Detail orientated, identifies opportunities to improve processes and form strategies
- Strong communicator with both technical and non-technical audiences
- Highly Competent with reporting/dashboarding and trend analysis
- High level of capability in storytelling and influencing a variety of audiences
- Background in service management – customer centricity
- Education required: Bachelor’s degree in HR, Computer Science, or similar field.
Additional Information
Additional information
Note: Syngenta is an Equal Opportunity Employer and does not discriminate in recruitment, hiring, training, promotion, or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status
Follow us on: Twitter & LinkedIn
https://twitter.com/SyngentaAPAC
https://www.linkedin.com/company/syngenta/
.jpg)
.jpg)
.jpg)
+(1).jpg)