The Employee Care manager oversees a team of HR customer service professionals who deliver HR support to Intel Employee across a given region or globally. This is a senior role that drives transformation through leadership, influencing and the ability to effectively implement and get results; can provide direction using sound judgment, and engaging regularly with key stakeholders, including other HR Leaders. This role will continually drive process improvements to increase level of service, deflect volumes, and find more efficient ways of operating. This role will continue to build or expand services that are of value to our employees. This is a people leader role that will sustain a high performing team, facilitate, and delegate work, provide coaching and feedback, career development, and performance management. The manager partners and works closely with other Employee Care managers, globally, to ensure operations are managed in a globally aligned and effective way. In addition to managing daily operations and meeting KPIS. This individual can prioritize multiple tasks, possesses strong communication skills and is comfortable working in a rapidly changing and ambiguous environment with minimal direct supervision.

Accountabilities:

• Create global strategy, lead initiatives and teams using, business acumen, stakeholder engagement, influencing and transition management to implement and attain results

• Possess robust experience in people/team management and development of a high performing team. This includes but is not limited to: setting clear performance objectives for each employee, driving results to meet these individual goals, establishing clear and robust development plan per employee, identifying training needs across the team, addressing performance issues in a timely manner, and creating a ongoing positive a team culture of growth, learning, and inclusivity while achieving objectives of the team.

• Drive the team to deliver high quality results. This will be done by ensuring all organizational KPIs are met including flawless support without excursions, root cause any customer issues in the operation through regular analysis of KPIs to find sustainable solutions and fostering innovative ideas across the team through creating a culture of testing and piloting new ideas.

• Regular engagement with key stakeholders/partners/and leaders globally with the objective to align on organizational strategies and share GES customer insights relevant to focus area.

• Create, implement, and drive adherence to global standard operating procedures to guarantee a consistent quality customer experience in all interactions globally.

• Close collaboration with other Regional Employee Care managers to understand customer trends, global operational efficiencies and drive consistent performance across all regions.

• Influence and advocacy for continuous improvements and sustainability of our documented processes to ensure ease of use for our teams and quality service delivery to our customer.

• Play a key role in strategic GES initiatives to provide regional insights to then produce sustainable global implementations. This can include but is not limited to volume reduction efforts, CSAT improvements, global standardization efforts, and new hire training strategies.

• Create and execute a sustainable hiring strategy relevant to the region. This entails attracting (proactive sourcing), hiring (clear hiring criteria for ideal candidate globally), and retaining the team (development plan and ramp into role).

• Role model the HRGS leadership attributes and be a leader of transformative change through positive reinforcement, risk taking, having a growth mindset, and inspiring the team.

The ideal candidate should exhibit the following behavioral traits:

• Communication and stakeholder management.

• Maintain a high level of accountability and responsibility for operational performance and achieving business objectives.

• Well organized and analytical mindset to solve critical issues in a timely manner.

• Discipline and time management as well as orientation to results.

• Experience in people management and managing a team of experts in a given HR domain.

• Skills to create and implement strategies to continually evolve services and improve operations and customer experience.

• Contact Center and relevant technology management.

• Team motivation and growth mindset.

• Quality Orientation.

• Teamwork and skills to collaborate with cross regional, multidisciplinary teams

Competencies and Focus Areas:

• Strategic Thinking.

• Customer Orientation.

• Critical thinking and decision making.

• Influence.

• Team Leadership.

• Developing Others.

• Driving Results.

• Problem Solving.

Qualifications

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates. This position is not eligible for Intel immigration sponsorship.

Minimum Qualifications:

• Bachelor's degree and 4+ years of experience in Customer Service, Human Resources, Business setting, or related skills and experience.

• Master's degree and 3+ years of experience in a job-related field.

• 3+ years of team leadership/people manager experience.

Preferred Qualifications:

• US accommodations policies and process knowledge.

• Experience working with executives and senior leadership.  

• 1+ years of experience working with: Genesys, Workspace, Service Now, Workday, Power BI.

Inside this Business Group

Intel's Human Resources group is responsible for hiring, developing and retaining the best and brightest employees while continuing to strengthen the company's culture and values. Intel Human Resources provides first-rate, cost-effective services and support to employees worldwide and is dedicated to advancing Intel's business goals.

Other Locations

US, Arizona, Phoenix;US, California, Folsom

Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.