Facebook

People Services Process Team Lead

Facebook

June 11, 2021

The People Operations team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Leading with care and empathy, we develop efficient and simple people processes, systems, policies, and programs. We deliver data that is useful and accurate to create People-related strategies across the business. We manage people knowledge and build project management capability across our People function. Our work also ensures Facebook remains protected and compliant. We strive to ensure employees feel heard and given the resources and support they need during the most important moments of their careers.The People Services Process Team Lead role will ensure the delivery of consistently accurate employee experience across the entire employee lifecycle. The People Services Process Team Lead role will oversee and manage the process SME team who are responsible for the successful delivery of processes across our employee lifecycle for our EMEA employees, as well as overseeing our onsite vendor team who drive the delivery of these processes, ensuring we are in compliance and providing the best experience to our employees. In addition, the lead will manage and drive projects to globalise, digitise and optimise HR processes and experiences for our workforce, with a lens on both the employee and team experience. The ideal candidate will exhibit strong attention to detail, process excellence, critical thinking capabilities, a passion for outstanding and delivering exceptional customer service, day-to-day people management & leadership skills to develop talent and have practical experience in project management and process improvement.
  • Manage our team of Process SMEs who are responsible for managing processes across our employee lifecycle and ensuring the delivery of exceptional employee experience
  • including onboarding, transfers, leaves, global mobility and exits.
  • Provide oversight and support to onsite vendor team in the completion of BAU process activities ensuring best in class quality and performance delivered - provide direction and support to our onsite vendor lead, ensure successful collaboration w/ vendor team and XFN partner and Process SME teams, monitor performance against quality targets, support with escalation resolution, identify improvement opportunities and partner with vendor team in the delivery of priority initiatives focussed on optimising employee experience, process improvement & increasing process completion accuracy
  • Monitor key performance metric scores and implement changes to continually increase performance against service level agreements (SLAs), quality, and customer satisfaction
  • Manage and drive cross functional, regional and global projects (focussed on enabling the scaling and global alignment of our Peoples Services team, optimisation of HR processes, process improvements, enhancing metrics / dashboards, automation and digitising experiences)
  • Provide oversight for EMEA escalation process - working with escalation process owner to review escalation trends and improvement action plans, ensure successful execution of process across XFN teams and provide support in resolution of cases as require
  • Provide expertise and oversight for new work intake process
  • Conduct team planning ensuring ruthless prioritisation of initiatives and building clear plan for team, ensuring alignment with key global, regional and team priorities
  • Work with our HR partners to share case management best practices and ensure consistency in employee experience
  • Serve as a subject matter expert on HR processes and coach and mentor team
  • Develop and deliver training and onboarding of new team members
  • Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee and agent experience as the utmost priority
  • Work with our global partners and teams to ensure that region and country requirements are addressed while harmonising processes globally
  • 5+ years of experience in HR, HR Operations, or Consulting experience
  • Ability to provide exceptional customer service and process delivery
  • Demonstrated capabilities owning and driving processes and improvement projects with minimal direction
  • Demonstrated capabilities managing and driving cross functional, regional and global projects
  • BA/BS degree
  • Experience in a shared service environment
  • Experience delivering and managing HR employee life cycle processes (incl. Onboarding, transfers, exits, leaves and global mobility)
  • 1+ years people management experience
  • Experience with case management tools such as Salesforce Service Cloud
  • Ability to plan and align with cross-functional and global partners to create a consistent employee experience
  • Demonstrated problem-solving and critical thinking skills
  • Demonstrated capabilities utilising data & analysis to inform decision making
  • Ability to work professionally and discreetly with extremely confidential information
  • Capable of exercising independent judgment and discretion while utilizing company policies and practices to determine appropriate action
  • Comfortable working through ambiguity and uncertainty in a fast paced, ever-changing work environment
  • Self-starter and fast learner requiring minimal direction
  • Attention to detail and accuracy
  • Proficiency with MS Office applications especially Excel and PowerPoint
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.