Resource Center Manager :
Functional Management build strong relationships with each of the functional managers and develop a collaboration cadence to ensure alignment of priorities.
Where applicable, ensure the teams have the resources, tools, processes, discipline, and capacity necessary to execute upon the agreed projects, priorities, and SLAs.
Drive best in class system availability, issue resolution, and a continuous improvement mindset that fosters SLA improvement, cost leverage, innovation, speed, and flexibility.
Assist Functional Managers with creation of orientation / startup plans, including 1, 2, and 3-month goals; monitor the achievement of the orientation plan and ensure closure to the probationary period and establishment of performance objectives.
Drive and participate in the Performance Evaluation process ensuring objectives are defined and rated accordingly.
Administrative Management consistently manage resources per Costa Rica policies to ensure fair treatment and a healthy organization.
Lead recruiting efforts along with Human Resources to recruit for open positions; participate in hiring interviews, and select candidates and be accountable for key organizational targets, such as attrition, recruiting time, training, etc.
Assist functional managers with the creation of technical and soft skills training plans to target the required competencies needed for the job assigned.
Participate in Salary Planning for the group, and propose merit increases and promotions, in conjunction with remote managers based in local HR policies.
Responsible for departmental compliance with applicable standards, guidelines, policies, and practices. Local administrative support related to expense reports, vacation, sick days, work schedule, etc.
Follow up on monthly invoices and charges and manage group budget and provide updated forecasts.
SLA Compliance drive strong processes and discipline across the teams. Ensure that we work issues with pride, integrity, and a send of urgency.
Work closely with the Service Desk, Emerson Operations Center, and Emerson PMO to ensure accurate and consistent metrics reporting and review.
Utilize our metrics to drive positive behavior. Instill accountability in our teams and demonstrate willingness and ability to learn from our mistakes.
Promote cross team collaboration on issues.
Strategic Direction work hand in hand with the Corporate IT VP of Human Resources as well as with other Corporate IT Functional Leaders.
Efficient Operating Processes work cross functionally to ensure that the processes we utilize are efficient and effective.
Work to support the process improvement activities championed and prioritized by the Corporate IT Leadership team.
Change and Problem Management Compliance support and enforce strict change control processes. Help define and refine the way we manage problems in Corporate IT.
Customer Satisfaction instill a customer service mentality into the teams. Promote a collaborative transparent working environment.
Set clear expectations with customers, employees and sister organizations and then meet those expectations.
Organizational leadership ensure goals are set, measured and communicated through the formal performance appraisal process and through informal updates in one on one and team meetings.
Drive a well-conceived training program that promotes upward mobility for employees, while simultaneously reducing or eliminating single points of failure (with respect to resource knowledge) for Emerson.
Represent the IT function in the local Management team. Prepare and lead local and regional communications meetings to pass down local and global communications and guarantee the required information is distributed and acknowledged by the employees.
Participate and represent IT Function in different forums and audiences.
Functional Liaison - responsibility will comprise on focus on organizational effectiveness, operational efficiency and cross site synergies of practices and processes associated with meeting the strategic and organizational goals of Corporate IT.
Work to project plan, track effectiveness and implementation of programs and policies as applicable; elevating and enhancing collaboration across Corporate IT Global Resource Centers
Informal Leadership the Resource Center Manager is expected to be a positive force for the entire Corporate IT organization.
Leading in a cooperative, collaborative fashion that brings the best out in our teams.
Project Management - Review project plans to ensure all critical aspects have been addressed appropriately including identifying tasks, estimating effort, allocating resources, obtaining executive sponsorship, and managing risk.
Participate in and help track, coordinate and plan program meetings, steering committees, and various team meetings.
Engagement and Retention Design and participate in the local engagement and retention activities by creating plans in alignment with local policies and procedures.
HR Business Partner
Establish and maintain relationships with managers to stay abreast of current and future employee challenges
Interprets policies and practices for the Corporate Information Technology department management to ensure consistency with local practices and policies of the various locations
Maintains in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks and ensuring regulatory compliance.
Partners with the legal department as needed / required and highly engages with local HR in the various regions
Partner with Local HR to address employee relations issues in a professional and timely manner. Work as effective liaison for employee relations situations with management, including development of performance improvement plans and terminations
Coordinate the Employee Opinion Survey including initiation, administration, dissemination of information and action planning
Manage relocation for international transferees partnering with Local HR
Create and execute corporate communications through various channels, including social media
Manage / enhance the Human Resources SharePoint site for Corporate IT HR
Identify HR strategies and programs that are necessary for the Corporate IT locations and ensure implementation of those programs.
Ensure efficiency and consistency within and across all locations about HR programs, information and communication
Manage Talent Management for Corporate Information Technology (Organization Review, Talent Review) as appropriate
Advise, and track programs for Corporate IT management : Annual succession planning, i.e., Annual IT Organization / Talent Review Develop and execute succession plans for key positions alongside management and local HR practices and polices Recommend and track development opportunities and / or plans for Information Technology Drive and monitor the performance management process, including the timeliness and effectiveness of performance reviews
Collaborate with Local HR to effectively manage compensation and salary planning programs per local practices and policies, to ensure a fair and competitive program Annual Salary Planning and Merit Review Administration
Ensure that all information is kept confidential when necessary and that all necessary parties are advised accurately
Availability to give presentations (small and large group audiences)
Work as the Corporate ITHR Liaison for the Corporate IT Global Mentoring Program
Under the direction of the Corporate Vice President of HR work with IT Resource Center Managers around the world to design and implement global tools and programs for the IT organization worldwide
Understand and support the Emerson’s Ethics Program
All other projects and responsibilities as requested
Fluent in English and Spanish, Portuguese is a plus
Formal training or practical experience in ITIL, PMI, or Lean is a plus
Proficient at dealing with all levels of the organization in a constructive, productive fashion
BA / BS in General Business, Human Resources, Psychology, Sociology, Business Administration, Industrial Engineering, Computer Science, Management Information Systems, or related area required
Master’s degree highly preferred
PHR or SPHR highly preferred
EXPERIENCE / SKILLS
7+ years of experience in a human resources capacity or related management experience.
Experience using PC database management, spreadsheets, word processing and presentation software applications (e.g., Excel, Word and PowerPoint required.
MS Access and SharePoint preferred)
Experience managing global teams and systems. Previous experience in a matrix organization.
Effective verbal, written and interpersonal communication skills.
Attention to detail and able to manage data accurately. Previous experience presenting to upper-level management preferred.
Proven ability to think strategically, formulate long and short-term plans, and execute those plans. Demonstrated analytical, business planning and problem-solving skills required
Ability to identify issues, requirements and opportunities for improvement.
Ability to handle multiple concurrent tasks and work efficiently to see work through completion; organization and time management skills;
experience in employment law, public speaking / presentation abilities; strong employee relations skills to assist with employee problem resolution;
discretion and confidentiality.
Exceptional customer service orientation and excellent interpersonal and communication skills.