Supervisor Ii, Global Business Services
Current• Effectively oversee two teams, one focused on specialized operations and the other on data management, comprising a total of 20 associates within the field of recruiting and Human Capital Management. Accomplishments include meeting annual objectives and key results, ensuring quality assurance, driving continuous improvement, implementing a strategic vision, optimizing operations, generating value, and reducing costs.• Provided governance, guidance, and support in data management and operations throughout the project lifecycle. Developed roles and responsibilities matrix for 85 reports, creating Standard Operating Procedures (SOPs) as necessary.• Supported Project Management Office (PMO) and Project Management (PM) roles to ensure successful completion of deliverables for business solutions.• Successfully achieved Objectives and Key Results (OKR) by improving team compliance from 76.7% to a perfect score of 100%. Additionally, significantly enhanced same-day delivery, increasing it from 61% to an impressive 97.7%. Maintained a consistent high quality standard of 95%. Facilitated team growth by increasing their utilization of development opportunities by 50%.• Manage multiple escalation inboxes, namely Recruiting Support, Alert Recruiting, Corporate Requisition Requests, and Evergreen Support. These inboxes require the expertise of subject matter experts (SMEs) who work closely with management. To ensure round-the-clock customer support, I collaborated with our India team for a period of 10 weeks. During this time, we focused on training and compliance regulations. The training program included sharing Standard Operating Procedures (SOPs), recorded training sessions, creating team chats, and conducting a graded assessment with a passing grade requirement. Through effective teamwork, we successfully launched the escalation inboxes, enabling us to provide 24/7 customer support.
