Supervisor, HR Services
Nordson Corporation

Job Info

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Collaboration drives Nordson's success as a market leader in Industrial Precision Solutions and Advanced Technology. Our employees thrive in an environment where we help each other reach our personal best and enable our company to continuously improve and grow, and our customers to succeed. You will find Nordson employees sharing our success by giving back in the communities around the world where we live and work.

The Supervisor, HR Services, is part of the Global Business Services (GBS) HR Operations team and leads the HR Operations team for general HR inquiries and transactions in day to day operations. This role will provide supervision, training, guidance and support to the team, ensuring that all processes are executed appropriately with a strong focus on customer service and in a timely manner. The Supervisor will also act as the initial escalation point for issue resolution or redirection and handle more complex or sensitive cases. This role will monitor and manage workload, performance and KPIs and support continuous improvement efforts.

Essential Job Duties and Responsibilities

• Manage a team of HR Operations intake representatives and oversee the day-to-day delivery and execution of HR services and/or processes in collaboration with functional specialists and other stakeholders in order to meet the needs of the internal customers.
• Manage HR Intake resources located in the US and Latin America.
• Organize work schedules, analyze, prioritize and assign incoming work and manage back-up support accordingly.
• Montior and address escalations from intake team, determine appropriate escalation path and ensure timely response.
• Ensure that the team provides the highest level of customer service by monitoring and assessing team performance through customer feedback, quality assurance audits and other measures, identifying gaps and managing performance, providing coaching and training as required for team members.
• Lead or support additional training as required, e.g. for changes to policy, processes, scope of services, program and system updates etc.
• As determined by the Manager, handle a modified caseload to include Executive or escalated cases and manage the client relationships on day-to-day issues.
• Monitor performance utilizing status reports, dashboards and metrics and drive performance to KPIs and agreed service levels; analyze and present performance trends and other relevant reports to management for review.
• Support the development and implementation of HR programs and projects e.g. by extracting and providing data and reports for analysis, providing inputs on processes and/or by supporting communication of the programs.
• Proactively identify, recommend and implement improvements on processes, procedures and system functionality as part of efforts on Continuous Improvement.
• Other duties as assigned.

Education and Experience Requirements

Education:

• A Bachelor's Degree in a business related field required.

Experience:

• 3-5 years' experience supervising a team in a customer service environment
• 3-5 years of HR Generalist experience
• HR Shared Services or HR Operations experience preferred.

Preferred Skills and Abilities

• Outstanding customer focus including attributes of empathy, compassion and service orientation
• Strong detail orientation, with focus on data quality
• Adaptability/flexibility which includes being open to change and conducting business differently
• Excellent process orientation which focuses on efficiency without losing sight of customer experience
• Savvy with technology which includes use of web-based platforms, case management, etc.
• Broad overview and knowledge of HR Operations and Employee life cycle a plus
• Experience working in a fast-paced, professional, global business environment.
• Ability to communicate effectively to a variety of audiences with an ability to work discretely on a wide range of sensitive and confidential issues.
• Ability to be decisive under pressure, meet deadlines, and to work under stressful conditions.
• Involves judgment in planning work, assessing results, solving problems and taking or recommending action.
• Ability to learn and apply quickly as well as to share knowledge in a team environment.
• Ability to manage and lead a team, provide direction, influence and lead others with inspiration.
• Must be proficient in Word, Excel and PowerPoint and able to research, compile and clearly present information and data.

Working Conditions and Physical Demands

Office environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel Required

Minimal

Nordson Corporation provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, ancestry, disability, sexual orientation, gender identity, genetic information, citizenship status, marital status, pregnancy, veteran status or any other status protected by applicable federal, state, or local law. All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check, consistent with applicable laws.

This job has expired.