VP of HR Service Delivery - (US-PA-Philadelphia - 19255)

Minimum Education: Masters
Job Type: Full Time
Jobcode: 09006508
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eConsultAmerica is a preferred vendor supplier on retainer with a Fortune 100 company that improves the cost-effectiveness of health care. Our client is seeking an experienced and savvy VP of HR Service Delivery. This position will be based in OH. Our client is offering full relocation. If you are interested please forward a brief cover-letter and your updated resume and we will respond back within one (1) business day. US Citizens or Green Card holders only apply.

Contact Information
eConsultAmerica
resumes@eConsultAmerica.com - Email
eConsultAmerica – Yahoo Instant Messenger
eConsultAmerica@skype.com – Skype Instant Messenger
http://www.eConsultAmerica.com - Website



Position Details
The chosen candidate will manage the client support team, including day-to-day 24/7 operations, escalation processes, including communication with clients, product owners and/or management team. Daily employee management will include providing the support team with quality feedback and managing overall support workflow. He or she will communicate with senior management about customer issues that may require their involvement. He/She will resolve serious client escalations by engaging the appropriate technical, functional or management resources. This role is also responsible for all HR transactional processes across the organization, as well as a key implementer of HR cyclical projects.

Accountabilities in this role
• Manage daily operations of 24/7 customer support center, including Tier 1 through Tier 3 support
• Direct, support and motivate customer support staff to provide the highest quality of service in the most cost-effective way
• Manage workflow, staffing and schedules to meet operational goals
• Manage client escalations within the team and with other areas
• Conduct regular meetings with directors and managers to achieve organizational objectives. Effectively communicate with all levels during times of change.
• Communicate with management in other functional areas to exchange information, coordinate efforts and provide status in problem management.
• Establish and utilize best practice processes for planning and managing support
• Benchmark the service delivery process associated with incident management and product support. Establish measures for improvement.
• Report operational metrics. Provide regular status reports to senior management team and business owners to establish necessary improvement plans covering service level performance vs. objectives
• Identify, define and design business improvement initiatives and act as an agent of change within the business to ensure constant improvements in Technology systems quality and service levels


BEST INDUSTRY – Healthcare
BEST DEPARTMENT – Human Resources


Qualifications
Bachelor's degree in a related field required. MBA or Master's degree in a technical competency area a plus
10+ years of HR management experience is required.
5+ years supervisory experience
7+ years of experience in a HR and/or Service Center leadership position
Demonstrated ability to lead (form, develop and measure) a team through constant change
Experience building and running a 24x7 customer support group
Project management experience
Experience in the implementation and use of customer support infrastructure tools including a call ticketing system, knowledge base, on-line self service site for performance management and reporting of customer support delivery processes
Experience in formulating, negotiating and developing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
Ability to work in a fast-paced, dynamic environment
Knowledge and experience with internet delivery systems, content management systems, web scraping and related software/hardware a plus.
Knowledge of streaming video technology and ability to troubleshoot video players (e.g. Windows Media Player, Real Player and QuickTime) is strongly preferred.
Knowledge and previous Health Services industry is required. NO EXCEPTIONS!



Compensation
Negotiable