Vice President, Global HR Operations, Service Delivery and Transformation Vice President, Global HR Operations, Service  …

BlackRock
in Wilmington, DE, United States
Permanent, Full time
Be the first to apply
Not Specified
BlackRock
in Wilmington, DE, United States
Permanent, Full time
Be the first to apply
Not Specified
About this role BlackRock has developed a reputation for developing a world class HR organization led by premier HR leaders, as we continue to lead change and create value for BlackRock. HR focuses on you and the other talented people who make BlackRock a great

About this role

BlackRock has developed a reputation for developing a world class HR organization led by premier HR leaders, as we continue to lead change and create value for BlackRock. HR focuses on you and the other talented people who make BlackRock a great place to work. Developing our people for the future is one of HR’s as well as the firm’s key business priorities, as it’s critical to our continued success. Our aggressive agenda this past year earned us a ranking in Indeed’s Top 50 Top-Rated Workplaces of the Fortune 500. As we look toward 2020, we continue to raise the bar on culture and sustainable leadership. We’re dedicated to deepening the bench and strengthening our talent; driving sustainable excellence in our investment, client relationship management, operational, and core capabilities; and cultivating a more diverse workforce.

The Global HR Operations team is responsible for all end-to-end delivery of HR to our employees and managers, both internally and externally. They manage a comprehensive range of services to help our people with their career, health, financial, and personal needs.

The Global HR Operation function includes:

ContactHR: the contactHR team assists with any HR questions and is responsible for delivering a high-service experience for  employees, building key relationships with the businesses, identifying inefficiencies and creating capacity in support of the broader HR function.

Talent Acquisition Operations: TA Operations is responsible for managing the candidate interview experience and onboarding process in support of the recruitment lifecycle.

Talent Development Operations: TDO is focused on the operational support of the delivery of BlackRock Academies, Knowing BlackRock Core, Professional Development, New Hire Orientation, and BlackRock Leadership programs.

The Global HR Operations, Service Delivery and Transformation Lead will transform the inquiry process for HR along with the people, operations, and technology involved. Our employees sit at an equal footing with our clients, so as we transition from a transactional-based to inquiry-based system, the incumbent will seek to understand not only what the employees are asking, but why they are asking.

Key Responsibilities:

  • Define the cornerstones of excellent customer service from an HR perspective
  • Work primarily with contactHR to challenge the existing inquiry process and identifies opportunities to renovate
  • Define the SLAs and outline a more centralized yet tiered support system
  • Evaluate the need for and provide justification for de novo contact centers
  • Develop a methodology for receiving feedback to ensure quality service; encourage open door policies, especially for confidential issues
  • Create programs, modules, or other resources for addressing key HR questions; enable and encourage employees to access these materials
  • Research new technologies, techniques, and structures to enhance our inquiry process
  • Lead and develop the teams that touch the inquiry process
  • Build a client-centric ethos of inquiry across the organization, allowing our employees to feel we’re accessible, approachable, and inclusive
  • Advise, influence, and collaborate with key leaders across HR in articulating our role as talent enablers
  • Provide a collegiate experience for our employees as we engage with the broader HR community and business leaders on a frequent basis

Qualifications include but may not be limited to the following:

  • Bachelor’s degree or equivalency, and 7+ years of experience in HR
  • Experience in global call center and client-centric environment, with direct experience in the build of such an environment, preferred
  • Proven track record of success in employee experience initiatives, or contact center/inquiry management, cradle to grave
  • Experience building and managing relationships with key stakeholders internally within HR and externally with business leaders
  • Demonstrates a passion for client service and employee engagement
  • Strong organizational, time management, interpersonal, communication, and analytical skills
  • Ability to navigate complex and fast-paced environments, balancing competing priorities while maintaining a strong sense of urgency in driving initiatives to completion
  • Creative, transformative, and forward thinking

About BlackRock

BlackRock’s purpose is to help more and more people experience financial well-being. As a fiduciary to investors and a leading provider of financial technology, our clients turn to us for the solutions they need when planning for their most important goals. As of June 30, 2019, the firm managed approximately $6.84 trillion in assets on behalf of investors worldwide. For additional information on BlackRock, please visit www.blackrock.com/corporate | Twitter: @blackrock | Blog: www.blackrockblog.com | LinkedIn: www.linkedin.com/company/blackrock.

BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.



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