Sr Team Leader Employee Care

Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. The scale of our transformation means we’re effectively building a vast new business, at pace. In P&C (People & Culture - our HR function), we have a huge part to play, defining and shaping our new customer focused culture, organizing functions to work more effectively together and attracting the best talent with new types of skills to join us. It’s an exciting, ever-changing environment – ideal for HR subject experts who are driven, disruptive and dynamic. If you’re comfortable with ambiguity and excited by the challenge of shaping things from the ground up, you’ll be in your element here. There’s endless space to develop too, so you’ll be progressing your career as fast as you build our smoke-free future. Philip Morris Latin America Services P&C Hub is seeking for talented people to join our dynamic and professional environment with clients and team members from all over the world. Your day to day: Secure and take full ownership of all cases received from Americas Region, maintain adequate level of affiliate & customer knowledge to ensure proper and timely resolution of requests by the respective team within SSC in accordance with the agreed Service Level Agreement (SLA) and country's KPIs using effectively assigned resources, system tools and other solutions available in SSC. Foster customer centricity by understanding our customers needs and adjusting our service based on feedback obtained via survey and callbacks. Lead, motivate & develop SSC Employee Care Team and constantly improve team's performance to provide world class HR operational and transactional services to the organization. Your core responsibilities: • Supervise, organize and control global processes for all migrated affiliates and coordinate this activity with other groups in the SSC as well as with other functions. • Coach and supervise your team with the essential knowledge and assure their professional development. Motivate and develop the team to attain assigned goals. • Ensure consistent high standards of service and that the team's performance meets the HR KPI and SLA requirements, and is reflected in results of Employee Satisfaction Surveys. • Act as the contact point for CoEs when updating policy or introducing new procedures. • Ensure workforce planning and management within their team. • Support SSC Management in development of operational plans and ensure day-to-day consistency with the operational plans. • Establish and maintain efficient relationship with P&C Managers and key customers based on regular information exchange and feedback in order to provide them with required service/support thus contributing to the business results. • Work closely with affiliates in the region to proactively follow-up on end to end resolution of requests. • Lead regional projects or regional implementation of global projects Who we are looking for: • College/University related to HR, Psychology, Business Admin, Customer Service and related studies. • Fluent English Level. • +5 years of experience working in HR Shared Service Centers culture • + 2 years’ experience in managing teams • Ability to effectively communicate with individuals across multiple levels of an organization. • Highly analytical profile to ensure adequate control environment & compliance • Computer skills, including MS Office What is nice to have: • French or Portuguese is a plus • SAP and SuccessFactors knowledge is an asset What we offer Our success depends on our talented employees who come to work here every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to deliver a smoke-free future. To join our growing team…