SSC Country Lead - Italian Speaker

For our Client - an international, brand leader company, located in Krakow - we are currently looking for:

SSC Country Lead - Italian Speaker

Main duties:

* Customer Relationship: Provide solution to employees / managers request for information / assistance based on respective HR Content. Provide solution to employees / managers request for service based on the follow-up with HR Services. Keep customer informed about the status of the request when needed.

* Case Resolution: Proactively ensure end-to-end resolution of all cases related to the assigned country from receiving the request to provide the final answer to the customer and receive feedback. Consolidate answers for customers from all parties to revert back to customer with complete answer.

* Request for Service: Ensure meeting of agreed internal SSC process and timelines with HR Services team. Monitor, analyze and seek for resolution of any pending tickets for the assigned country. Maintain good working relationship with HR Services.

* Documentation: Be fully accountable for quality of the documentation (contracts, letters etc.) produced by SSC for the assigned country. Perform quality controls on documents.

* Knowledge Management: Capture knowledge by experience and build / review FAQs for the country.

* Content: Follow-up on creation & maintenance of affiliate local content with close cooperation with DSSC if necessary. QA check of KEY content and translation verification.

* Audit: Supervise or perform the audits for the assigned country.

* Country Relationships: Be the visible face of SSC in the affiliate ensuring adequate presence in the markets and regularly seeking direct feedback from customers during field visits (approx. 10-20 % of time spent in the affiliate) .

* People Management: Recruit, on-board and supervise direct reports (approximately 3-10 people).

Qualifications:

Minimum 2 years of professional experience in HR environment * Experience in Team Lead position or coordination of work of a team * Excellent written and oral communication skills in English and Italian * Experience of working in Contact Centers within a Shared Services environment will be an advantage * Experience with HR2U applications and complementary HR software solutions (including Contact Center tools) is a plus * Knowledge of HR metrics and their applicability