HR Service Delivery Support Team Lead

Additional Locations:  N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

Purpose Statement

HR Service Delivery Support, provides support to the APAC region by providing comprehensive transactional and administrative support for various HR processes. This role is pivotal in ensuring the efficient execution of HR functions across the employee life cycle, including Talent Acquisition, Onboarding, Employee Data Management, Compensation, Benefits, Learning, and Recruitment. The team plays a critical role in identifying and implementing process improvements, utilizing advanced tools and technology to enhance HR Service Delivery. By aligning with Global/APAC Centers of Excellence and other HR functions, the team contributes to embedding new processes and ensuring consistent, high-quality service delivery. The role also involves generating operational reports, supporting continuous improvement initiatives, and ensuring compliance with Standard Operating Procedures (SOPs).

Key Responsibilities

• Supervise the HRSD Support team (to be organized by country/language).
• Act as a team leader: ensure onboarding activities, presence, availability, access rights, tools, etc.
• Participate in the development of a Service Delivery cross-training plan and ensure team members become appropriately trained.
• Escalation points for support team to resolve complex issues.

• Monitor tickets, activities & performance of the team daily.
• Ensure strong quality as well as productivity standards & accountability within the team.
• Coach team members to drive improvements and service standards.
• Build strong relationships with key customers & partners (HR Service Center (HRSC), Employees & HR community) to meet end-user expectations.
• Partner with the HRSC and APAC HR Team to the tiered governance structure.
• Execute continuous improvement activities across HRSD Support Team and support HR Center of Excellence (CoEs) to improve core HR processes.
• Support Service delivery analysts in issue resolution by providing information on root-cause analysis and execute intervention plans to address issues systemically. Act as point of escalation for any issue resolutions with HR services provided.
• Participate in and represent APAC region in regular HR Service Delivery activity/performance review meetings.
• Ensure work is supported by appropriate documentation which is reviewed, updated, and maintained on a routine basis.
• Partner with Regional Process Lead to ensure appropriate processes are in place.
• Support optimization and updates to HR processes (methods & procedures) working with the HRSC.
• Track Service Level Agreements (SLAs) and measure achievement against team/individual performance criteria.
• Monitor cases to ensure quality and consistency across APAC by providing feedback and coaching HR Service Delivery Support team where necessary.
• Ensure services are delivered in compliance with corporate policies and procedures or any other federal / country regulation as requirements.
• Ensure that the HR Service Delivery Support team prioritizes activities in accordance with SLAs/Key Performance Indicators (KPIs).
• Oversee the dispatching of cases within the HRSD Support team.
• Monitor the volume of cases and activities against available resources.
• Escalate and solve difficult cases and manage customer relationships where necessary.
• Lead, develop and coach Support the team in their professional development needs by ensuring they receive ongoing regular feedback, training and help in identifying, supporting and achieving agreed development objectives.

Qualifications

Hard skills (in order of importance)

• Worked in HR Shared Services previously (either BPO or captive)
• Used & understands ServiceNow HR Service Delivery case management (preferred) – other case management tools are acceptable
• Has worked in Successfactors (preferred) – Workday & Oracle are acceptable
• Has some continuous improvement skill (LEAN, Six Sigma, etc.)

Soft skills

• Customer service experience & mindset
• Languages needed (Mandarin, Japanese, Korean)
• Problem solving
• Empathy
• Gregarious, outgoing, sociable

Requisition ID: 590319

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!