Bristol Myers Squibb Service and Content Management Lead in FL, Namibia

Title: Service and Content Management Lead

Location: NA-US-FL-Tampa

Job Number: 1703546

Plays a central role in determining what is communicated to employees regarding HR Services offerings, as well as how it is presented (i.e. via website, mailings, etc.)

Position Summary

  • Plays a central role in determining what is communicated to employees regarding HR Services offerings, as well as how it is presented (i.e. via website, mailings, etc.)

  • Detailed Position Responsibilities

  • Design and deliver efficient and effective service management processes including case management, issue and escalation management

  • Provide expertise in HR service metric reporting and the tools used to facilitate reporting

  • Apply external benchmarks to ensure service and knowledge management solutions are aligned to industry best practice

  • Partner with People Services Leadership to establish and maintain service metrics and targets, and ensure these are in line with external benchmarks and continuously improved.

  • Ensure timely and accurate reporting of service metrics, performance trends, and insights to internal (PS) and external (wider HR) stakeholders

  • Drive continuous improvement using insights garnered from analysis of case and knowledge usage data

  • People Services liaison to related councils for telephony, case, and knowledge management technologies

  • Develop standards for documenting cases in vitalize. Manage all agent access provisioning for telephony, case, and knowledge technologies; monitor trends in application and drive improved skills and consistency across the global operation

  • Accountable for enhancing content, usability, and effectiveness of the Human Resources Portal and knowledge management solutions

  • Analyse content management tools (mylife@bms, HR Case tool, Vitalize), identify trends and use reports to identify continuous improvement opportunities and drive decisions

  • Partner with Service Line Leads to drive improvement in content / knowledge to enable resolution at Tier 0.

  • Ensure communication efforts are coordinated with Communications team, other stakeholders as appropriate

Qualifications:

  • Bachelors Degree

  • 5 years of management experience in a Shared Services environment, preferably in HR

  • Good understanding of HR processes and how best to integrate service management processes into them to deliver the right performance measures

  • Experience managing customer service and knowledge management solutions (i.e., telephony, case management, knowledge management, portal)

  • Excellent verbal and written communication skills

  • Effective leadership skills to enhance teamwork and promote collaboration

  • Experience working in a global, virtual environment

  • Ability to influence, communicate and build effective working relationships with internal and external stakeholders

  • Excellent analytical skills

  • Highly motivated and detail oriented in order to achieve and improve HR Service Center metrics and standards

  • Strong track record in establishing and driving operational excellence

  • Ability to work effectively in a fast-paced environment and manage / prioritize multiple activities

Ideal Candidates Would Also Have:

  • Able to identify opportunities for change and navigate appropriate steps to effect change

  • Experience working with current BMS HR enabling systems: Workday, ServiceNow, Cisco telephony

Bristol-Myers Squibb is an equal opportunity employer - Minorities/Females/Protected Veterans/Disabled

Job: HR Svc Center