Sr. Ambassador, Transfers

Job Description

Job summaryThe Sr. Ambassador, Transfers primarily supports employees moving across borders via cases, chats, and owning end-to-end resolution of an issue for the candidates. They also participate in projects and initiatives affecting the International Transfer process employees across the region, including vendor support. This role is an integral part of the Employee Services Operation, as the Sr. Ambassador has deep understanding of Global Transfer Services and required partner teams such as Immigration, Relocation, Benefits and Work Authorization. This role operates with considerable autonomy and discretion and holds subject matter expertise at the highest level and enables business communication between GTS leadership, other TAT SMEs, GTS Operations, and AET partner teams. The Sr. Ambassador is responsible for developing and approving guidelines for other Ambassador, Transfer Advocate, Administrator, Sr. Administrator and Process Experts. They own the business relationship and engagement with partner teams Program Managers who own vendor relationship to ensure SLAs, service, and opportunities are properly communicated and addressed. This role provides guidance to high-level leadership, develops & documents process, procedures and project framework in the specific knowledge area or POD, and leads project/program initiatives to support the Global Transfer Services goals and continuous service improvement. Additionally, the Sr Ambassador leads some of the new key strategies to improve Transfers Ambassador Team and the employee experience.Key job responsibilities Repeated contact handling: Take cases that are transferred to them by Advisors or Process Experts. Escalations: Handle high-level complex escalations within the International Transfers space for inflight cases. Create guidelines, assign, monitor, support, and audit work of other Specialists to resolve highly-complex cases. Team members gain HR Generalist knowledge at the Specialist level, as well as subject matter expertise within one functional area (e.g., Payroll & Compensation, Immigration, Health & Welfare Benefits, Relocation, and Documentation) Decision Making: Make high judgment recommendations in the absence of clear guidance. Update and document identified process gaps into the SOPs for team members to resolve future cases promptly and with a uniform method. Process and Service Delivery Management (medium-high complexity): Serve as highest process consultant POC to GTS PMO, GTS Leadership, Tool Program Managers, GTS SMEs and partner team POCs. Make high judgement recommendations in the absence of clear guidance. Identify and eliminate root causes of high-volume contacts and defects (low QA/HMD, escalations, etc.). Get alignment with operation strategy to ensure seamless service delivery. Project Management: Develop project plans, secure resources, and collaborate effectively across stakeholders and teams to define strategy, goals, and commitment to timelines and deliverables. Lead the execution of the communication and training strategy, coordination of activities, change management recommendations and development of materials. Data analysis: Use data to facilitate systemic changes. Present recommendations to improve the employee experience based on data and trend analysis. Communication/ Stakeholder management: Build and maintain successful partnerships with the respective HR Services team, Payroll teams, Program Stakeholders and key business sponsors across Global HR Services to remain up to date on their changes and business strategy. Escalate broken processes to partner teams and recommend solutions to improve overall customer experience. Process Improvement: Support process enhancements, process redesign and best practice sharing. Remove barriers and bridge gaps between Transfers Advocate Team and the employee experience. Identify and eliminate root causes of high-volume contacts or defects. Track lessons learned from escalations and create retrospective with lessons learned. Reporting: Create reports and present to senior leadership on trends to provide recommendations for improving the employee experience based on data.A day in the lifeAs an Sr. Ambassador, you will act as a subject matter expert, ensuring broken process and gaps for Ambassador and Transfers advocate team are covered . No task is considered small, you will handling repeated contacts using all available resources and expertise to resolve escalated cases pending resolution on-time according to established service level agreement. As a specific HR Function SME, you will build partnerships to influence different stakeholders, participate in process improvement initiatives, identifying - eliminating root causes of high-volume contacts and defects within the operation, using data to facilitate systemic changes., A completed Bachelor s Degree from an accredited university. 5 year of equivalent work experience of Talent Movement. Has managed escalations through HCD/COE formats. Must have a consistent record of exceeding KPI expectations. Proven experience working cross-functionally to solve complex problems. Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards. Has experience with a Talent Management process or Global Transfer Services. 3+ years as HR Generalist, HR Specialist or Contact Center in a corporate environment. Basic US legislation knowledge pertaining to HR & Labor. Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements. Master s Degree in Business or HR related field. Strong relationship building skills. High degree of HR process and policy knowledge. Experience working with Senior leaders.

Keyskills :
service delivery managementprocess redesignsubject matter expertise