Job Location:
CHL Santiago – Chile Shared Service Center

Job Description Summary

The Americas ASC Team Lead is a key player in the management of master data for BD in the Workday HCM. The candidate will have the role and purpose to plan, organize, coordinate, and manage the service delivery of the Americas ensuring a positive customer experience and a partnership with HR. This position supports key HR Management an HR Operation team members in resolving customer inquiries at tier 1 and tier 2 levels as well as direct entry of data and updates as requested and or uncovered during assigned audits. The position will utilize discretionary latitude in decision-making and as a subject matter expert, in HR-managed policies and in the management of data. Americas ASC Team Lead position provides expertise and is a point of contact across multiple functions of BD and the applicable Center of Excellence (CoE).

Job Description

  • Align and motivate resources to meet/exceed customer expectations
  • Lead and manage a team to include staffing, coaching and development, performance management, compensation, and other requirements of a leader in accordance with BD’s values and leadership standards
  • Ensure team is successful in its performance and completion of workload to meet designated timeframe in accordance with service level agreements
  • Develop and ensure team performs tasks in accordance with standard operating procedures utilizing the defined tools and systems
  • Provide support to the teams as required including system navigation, call script updates, and procedural updates, etc
  • Flag any gaps in knowledge management materials at tier 0 (HROne) and tier 1 (call scripts)
  • Lead and/or support special projects
  • Create written communications instructing users how to use and navigate in systems
  • Manage and support any escalated or high-profile cases
  • Ensure team documents updates in HRIS and case management tool in accordance with standard operating procedures managed by Data Management Analyst Team
  • Operate in a diversified environment of language variation
  • Collaborate with service delivery teams in a global service delivery model
  • Research analyzes, troubleshoot, and resolves issues as necessary
  • Serve as the subject matter expert for Data Management / Data Ops programs, policies, and processes
  • Serve as a subject matter expert for HR system access provisioning, vetting, and auditing companywide Workday security
  • Identify and recommend methods to update, simplify and enhance processes, procedures, and technologies
  • Provide staff with technical support and guidance on core Americas Data Management HR processes (respond to and resolve increasingly complex issues)
  • Act in a consultative and project management role to support the definition and implementation of program delivery. Identify process and systems implications of, and solutions to, new or modified programs and policies
  • Primary interface to CoE and non-HR functional departments to appropriately escalate inquiries/concerns
  • Lead or participate in continuous improvement initiatives to ensure services are effectively delivered
  • Identifies and researches issues/system defects (with minimal guidance) and formulates resolutions/recommendations by analyzing fact patterns and applying/following SOPs and best practices
  • Launch case management with ownership from intake to transition, escalation, or closure within the set forth service level agreement
  • Responsible for ensuring timely quality delivery of own work and processes by supporting client Service Level Agreements (SLAs). 
  • Gather and analyze appropriate metrics, data, and reports around compliance, performance, and data analytics (peer-level) to help initiate improvements
  • Provide input into appropriate metrics and reports around compliance, performance, and data analytics
  • Lead/ support/ participate in projects as needed
  • Support and partner with payroll or countries with special requirements to complete data changes

Primary Work Location

CHL Santiago – Chile Shared Service Center

Additional Locations

Work Shift