Human Resources Spanish/English Bilingual Call Service Center Supervisor

Job Number: 10641
Location(s): Minneapolis, MN

General Mills is reshaping the future of food. We believe food makes us better. It nourishes our bodies, brings us joy and connects us to each other. As one of the world’s leading food companies, General Mills operates in more than 100 countries and markets more than 100 consumer brands, including Cheerios, Nature Valley, Betty Crocker, Yoplait, Annie’s Homegrown, Old El Paso, Epic Provisions, Blue Buffalo and more. Are you passionate about the future of food? You’ve come to the right table. We want the very best talent to help lead something big.

Job Details

Overview & Responsibilities

The HR Shared Service Supervisor (Team Leader) has responsibility for the HR Direct-Minneapolis team, which provides support for General Mills employees located in Canada, United States, Mexico, and Spain. This position will have operational, day to day responsibility for workload and performance management, as well as focus on process and transaction delivery, and drives the delivery of operational excellence to employees, managers and HR professionals.

KEY ACCOUNTABILITIES

Daily Operations Management

  • Day to day management of HR Service Center – deliver SLA’s (service level agreement’s), KPIs (Key Performance Indicators), metrics/measures, and business value as designed
  • Ensures HR Direct is continuing to promote an employee self-service culture by encouraging the utilization of our HR-Portal (G&Me), and helping employees self-serve in Workday.
  • Facilitates or conducts quality monitoring of the Representatives to ensure customer satisfaction
  • Partners with the Region Leader on all HR Operations activities and escalations
  • Assists in the execution of programs and processes
  • Provides input appropriate resources/staffing to manage day-to-day operations (including support of language strategy, time zones, hours of operation, etc. for HR Direct team)
  • Measures, tracks and provides performance feedback, career counseling and development to team members
  • Accountable for analyzing and prioritizing daily incoming work and manages back-up processing support accordingly; provides oversight of case load and distribution of cases across the HR Direct team
  • Accountable for transactional process work and data entry, employee/manager/HR inquiries, ongoing HR process harmonization/improvement, and processing within the region
  • Partners with Region Lead on change management for the region while ensuring governance to regional and local laws

Process Harmonization

  • Identifies, recommends and implements process improvement/standardization with a global mindset
  • Ensure prioritization of significant operational performance improvement projects
  • Ensures and adheres to global/regional/local process alignment

General System Support

  • Documentation – provides input to ensure local documentation exists for process, regional documentation is distributed and maintained and global documentation is available in G&Me in necessary language, etc.
  • Training – helps to identify, coordinate and track training needs and delivery for HR Direct team
Qualifications
  • Bachelor’s Degree Preferred, Associates Required 
  • 1 – 3 years of people management experience preferred
  • 1 – 3 years of customer service in a service center environment preferred
  • Spanish/English bilingual is required
  • Knowledge of ServiceNow and Workday systems preferred
  • Change management skills and experience preferred
  • Strong prioritization skills
  • High level of collaboration
  • Proven effectiveness at delivering outstanding results
  • Drives results by building high-trust relationships at all levels
  • Navigates the organization and understands the complexity of a global services group
  • Strong communication skills to both a technical and non-technical audience
  • Ability to lead technological change and process improvements
  • Flexibility to handle changing work demands
  • Strong business acumen and financial literacy
  • Demonstrate a passion for and understanding of process and technology

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Overview & Responsibilities

The HR Shared Service Supervisor (Team Leader) has responsibility for the HR Direct-Minneapolis team, which provides support for General Mills employees located in Canada, United States, Mexico, and Spain. This position will have operational, day to day responsibility for workload and performance management, as well as focus on process and transaction delivery, and drives the delivery of operational excellence to employees, managers and HR professionals.

KEY ACCOUNTABILITIES

Daily Operations Management

  • Day to day management of HR Service Center – deliver SLA’s (service level agreement’s), KPIs (Key Performance Indicators), metrics/measures, and business value as designed
  • Ensures HR Direct is continuing to promote an employee self-service culture by encouraging the utilization of our HR-Portal (G&Me), and helping employees self-serve in Workday.
  • Facilitates or conducts quality monitoring of the Representatives to ensure customer satisfaction
  • Partners with the Region Leader on all HR Operations activities and escalations
  • Assists in the execution of programs and processes
  • Provides input appropriate resources/staffing to manage day-to-day operations (including support of language strategy, time zones, hours of operation, etc. for HR Direct team)
  • Measures, tracks and provides performance feedback, career counseling and development to team members
  • Accountable for analyzing and prioritizing daily incoming work and manages back-up processing support accordingly; provides oversight of case load and distribution of cases across the HR Direct team
  • Accountable for transactional process work and data entry, employee/manager/HR inquiries, ongoing HR process harmonization/improvement, and processing within the region
  • Partners with Region Lead on change management for the region while ensuring governance to regional and local laws

Process Harmonization

  • Identifies, recommends and implements process improvement/standardization with a global mindset
  • Ensure prioritization of significant operational performance improvement projects
  • Ensures and adheres to global/regional/local process alignment

General System Support

  • Documentation – provides input to ensure local documentation exists for process, regional documentation is distributed and maintained and global documentation is available in G&Me in necessary language, etc.
  • Training – helps to identify, coordinate and track training needs and delivery for HR Direct team

Qualifications

  • Bachelor’s Degree Preferred, Associates Required 
  • 1 – 3 years of people management experience preferred
  • 1 – 3 years of customer service in a service center environment preferred
  • Spanish/English bilingual is required
  • Knowledge of ServiceNow and Workday systems preferred
  • Change management skills and experience preferred
  • Strong prioritization skills
  • High level of collaboration
  • Proven effectiveness at delivering outstanding results
  • Drives results by building high-trust relationships at all levels
  • Navigates the organization and understands the complexity of a global services group
  • Strong communication skills to both a technical and non-technical audience
  • Ability to lead technological change and process improvements
  • Flexibility to handle changing work demands
  • Strong business acumen and financial literacy
  • Demonstrate a passion for and understanding of process and technology

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