Service Support Supervisor (HR)

Avance en su carrera en Ball, líder mundial en la fabricación de envases de aluminio sostenibles. ¡Logre cosas extraordinarias cuando se una a nuestro equipo y marque la diferencia en su desarrollo profesional, la comunidad y en todo el mundo!

Hybrid Role: 3 days in Office, 2 days Home Office 

Office Location: Av. Industrialización, Alamos 2da Secc, 76160 Santiago de Querétaro, Qro., México

Primary purpose of the position:
The HR Service Support Supervisor is responsible for managing a team that serves as the primary interface of HR support to employees globally. This team provides phone, email, and ticket-based assistance for HR-related inquiries and issues via ServiceNow. The role ensures employees receive timely and effective support while enhancing the employee experience by improving self-service options, knowledge articles, and automation through chatbots and the service catalog. The HR Service Support Supervisor oversees processes, documentation, and training to enhance efficiency and accuracy. Additionally, this role collaborates closely with HR business partners and IT Service Desk leadership to uphold service levels, ensure proper supervision of global support teams, and drive continuous improvements.

Essential Responsible Areas:

1. Supervises the HR Service Support team to ensure effective and timely support to global employees through multiple channels, including phone, email, and ServiceNow tickets.
2. Provides oversight and direction for HR support processes and tools, ensuring the team is adequately trained and equipped to provide excellent service.
3. Identifies, responds to, and initiates actions to resolve employee inquiries efficiently while setting clear expectations regarding response times and resolution quality.
4. Ensures adherence to service levels and key performance indicators (KPIs) by monitoring team performance, identifying gaps, and implementing improvements.
5. Works with HR business partners and other HR teams to align service offerings, escalate complex cases, and support HR-related projects.
6. Directs, motivates, and empowers staff to excel in their roles while fostering innovation and collaboration within the HR support function.
7. Oversees regular audits and quality assurance checks on knowledge articles, service catalog items, and chatbot capabilities to improve self-service options.
8. Partners with IT Service Desk leadership to establish training and governance measures, ensuring HR and IT support teams operate seamlessly.
9. Maintains expertise in HR support processes, policies, and best practices, ensuring continuous improvement in service delivery.
10. Collaborates with internal stakeholders to enhance HR service delivery models, ensuring alignment with business needs and long-term strategic goals.

Position Requirement & competencies:

Professional & Education Qualification

• Broad training in a related field usually acquired through college or work-related experience
• Job related experience for 5 year(s) minimum with 2 years as a supervisor or lead.
• BS or BA degree in computer science or related field preferred or a corresponding number of years’ experience in HR
• Experience in leading global, multinational and remote teams, including off-shore, in matrix organization, with demonstrated ability to work across multiple critical paths and develop schedules in a collaborative environment 
• Experience with build-out of effective teams that understand and commit to organizational goals; fosters goodwill and collaboration among team members and among teams; uses teams to address relevant issues; leads by example.
• Experience with ServiceNow or similar case management/ticketing systems preferred. 
• Certifications/Licenses/Other: HR-related certification is a plus (e.g., SHRM-CP, PHR).

Skills    

• Strong leadership and supervisory skills with the ability to manage a remote/global team. 
• Excellent communication and problem-solving abilities to address employee concerns effectively. 
• Ability to analyze trends in support requests and drive process improvements.  
• Proficiency in knowledge management and service catalog enhancement. 
• Strong collaboration skills to work effectively across HR and IT functions.

Knowledge  

• General knowledge of HR policies and processes. 
• Familiarity with ServiceNow or similar HR ticketing systems. 
• Understanding of self-service technologies and automation in HR support.

Ball Corporation es un empleador que ofrece igualdad de oportunidades. Alentamos activamente las solicitudes de todos, independientemente de su género, edad, etnia, religión, habilidad u orientación.

Cuando te unes a Ball, perteneces a un equipo de más de 16 000 miembros en todo el mundo. Nuestros productos van desde latas, vasos hasta botellas de aerosol de aluminio infinitamente reciclables, que permiten a nuestros clientes contribuir a un mundo mejor.

Cada uno de nosotros tiene un profundo compromiso con la diversidad y la inclusión, que es la base de nuestra cultura de pertenencia.

Todos en Ball están marcando la diferencia al hacer lo que amamos. Porque lo que creamos puede cambiar, pero lo que siempre haremos es la diferencia.

Tenga en cuenta que el título del trabajo anunciado puede variar del título del trabajo en el contrato debido a la estructura local del título del trabajo y los sistemas globales de recursos humanos.

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