Eaton Careers

HRS Operations Excellence Senior Analyst

Tanauan City, Philippines
Human Resources

Apply
English

Job Description

Primary Functions:

  • Responsible for coordinating HRS OPEX processes such as quality, SLA and case survey processes across the US/CA HRS work-streams as well as supporting these processes throughout HRS Americas/ Global team.
  • Responsibilities for this position include coordinating HRS OPEX processes, reviewing work stream operating results with work stream leaders, weekly and monthly reporting and analytics, managing and maintaining the Global HRS OPEX and US/CA HRS SharePoint sites

 

Essential Functions:

    1. Execute the quality review process for  US/CA HRS center as the SME on the process
      • Maintain and refine the HRS quality criteria in partnership with each HRS work-stream leader.
      • Review, based on established quality criteria, a statistically significant set of HRS interactions, transactions and processes weekly
      • Ensure quality process is consistent with customer expectations, SLA’s and HRS operational procedures
      • Using weekly Quality results reports, provide monthly quality metrics for the US/CA HRS center including updates to global HRS scorecard
      • Conduct regular quality feedback sessions with HRS leadership team members based on HRS quality findings and provide coaching ideas to work stream leaders
    2. Execute the deployment  and administration of SLA/TTR process for  Global HRS centers as the SME on the process
      • Monitor and update the TTR/SLA targets for each solution in partnership with regional HRS
        OPEX leaders. Targets to be reviewed quarterly.
      • Support and administer Case Column SLA configuration and reporting. 
      • Using Case monthly reports, develop and maintain monthly report metrics for the global HRS centers including updates to global HRS scorecard
      • Analyze results and contact HRS Center leaders as needed to clarify results or systemic misses
    3. In partnership with global HRS work-stream/ OPEX leaders, monitor customer feedback through case survey results to ensure HRS center/ work stream leaders are addressing critical customer expectations
      • Monitor monthly results and compile reports to include in monthly global metrics presentation
      • Analyze results for trending and discuss for potential CI initiatives
    4. Partner within the HRS OPEX team to provide insight into systemic issues and recommend solutions
    5. Analyzes monthly global HRS volume across all HRS centers and updates global HRS scorecard monthly
    6. Creates monthly presentation of global metrics for all HRS centers globally
      • Includes volume, financial results, TTR, Quality, Customer Survey results for each HRS region
    7. Lead and execute continuous improvement events including Kaizen, 8D, Business Process Improvements, 5 S, etc.
    8. Assisting with solution/ process transfers from Americas to GBO HRS team
    9. Manage and maintain HRS SharePoint sites – Global OPEX and US/CA HRS
    10. Additional duties as assigned

Qualifications

Basic Qualifications:
  • Bachelor’s degree from an accredited institution is required
  • Minimum 2 years  data analytics experience
  • Minimum 3 years of Operational Excellence experience in a BPO or Shared Services organization supporting clients at international locations
  • Demonstrated experience with, and working knowledge of Six Sigma and Lean practices.
  • Experience working directly with onshore clients in the US, Europe and Asia to transition work to offshore location.
  • Demonstrated ability to successfully achieve results working with different cultures and a diverse client base.
 
 
Position Criteria:
  • Must be able to demonstrate strong analytical, organizational and communication skills
  • Demonstrate strong process orientation in terms of juggling multiple priorities and sharing of knowledge
  • Must be able to demonstrate a detail orientation in a fast paced environment
  • Demonstrated proficiency in advanced features of Microsoft Excel for data analysis including the use and development of macros
  • Demonstrated proficiency in advanced features of Microsoft Office Suite experience
  • Utilize a variety of technology platforms to conduct daily work (HRMS, Case System, Taleo, CISCO/Avaya/ Finesse, Microsoft Suite etc.)
  • Demonstrated experience with SharePoint development and maintenance
 
Preferred Qualifications:
  • Master’s degree is preferred
  • MS PowerPoint presentation development experience
  • Experience in a team lead, supervisor or management role is preferred
  • Lean Six Sigma Green belt preferred

We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.

Job: Human Resources

Region: Asia Pacific
Organization: Corporate Sector

Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No
Travel: No

Requisition ID: 045778