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Job Title: Head of HR Advisors, US
Company Name: HSBC
Location: New York, NY
Position Type: Full Time
Post Date: 07/25/2018
Expire Date: 09/07/2018
Job Categories: Human Resources, Executive Management
Job Description
Head of HR Advisors, US
Principal responsibilities
  • Lead a team of HR advisors in delivering advice, guidance and coaching on complex customer (employee and manager) enquiries across aspects of HR Services for US
  • Responsible for oversight of the HR advisors relationship management and co-ordination of support for multi–stranded enquiries, such as movers/joiners/leavers to ensure a connected customer experience
  • Focuses on a blend of innovations and operational excellence through maximising the digital technology, supports automation and knowledge, reduce complexity, support the up skilling of capabilities to build trusted advisors to connect and enhance the customer experience at the first point of contact
  • Responsible for ongoing adherence to the global (customer contact) process design. Work in partnership with Global Service Owners/regional and country teams to ensure governance oversight of their service is appropriately handled and that insight and experience is shared to provide simplified and holistic experiences for customers across service offering. Continuously review further activities that could transfer to on line, contact centre or advisory service once training or knowledge transfer has been undertaken
  • Responsible for oversight of the US to ensure adherence to HR advisors SLA’s, sharing best practice and insight, driving consistency and cost efficiency across HR advisors within the US. Responsible for the oversight of budgets and FTE within HR advisory team across the US
  • Accountable for stakeholder management with country Head of HR
  • Manage change across the HR advisory scope for the US whether group or locally initiated. Lead the support of the Change journey for People managers on the broad range of HR Processes and help them to obtain great skill or deeper knowledge to simplify life and deliver meaningful employee experience. Provide direction and sponsorship to HR advisors to support and encourage customer adoption of HR Systems and tools
  • Design and implementation of skills based case routing to ensure that the advisor subject matter expertise is best utilized for effective resolution of customer inquiry.
  • Utilizes functional dashboards and MI to manage team performance and takes appropriate action based on trends and performance levels.
  • Design and implementation of skills based case routing to ensure that the advisor subject matter expertise is best utilized for effective resolution of customer inquiry.


HSBC is blazing the trail for African-American colleagues, check it out: https://youtu.be/NnvZ77DbfXQ

As you complete your online application, please use source code: Historically Black Colleges and Universities. If you would like to notify HSBC's Diversity Recruiting team of your application, please e-mail diversity.recruiting@us.hsbc.com.

Qualifications & Requirements
Knowledge & Experience / Qualifications

  • Extensive management experience in HR services with a high level of understanding of HR globally and especially regional context
  • Ability to demonstrate strong leadership, influencing, facilitation & stakeholder management skills across all levels of management
  • Deep understanding of operational risk and experience in identifying & implementing controls to mitigate such risks
  • Ability to work under pressure in a matrix environment with conflicting demands
  • Strong business analysis skills to develop robust service design solutions
  • Experience of digital and Strong change management experience especially implementation of new HR Operating model, including new processes, systems and services
  • Excellent interpersonal and communication skills
  • Well developed analytical, problem solving and decision making skills combined with influencing and negotiation skills
  • Proven ability to work well under pressure within demanding and changing timescales/deadlines
  • Able to rapidly develop a detailed knowledge customer contact practices and procedures
  • Evidence of success in an operational HR role
  • A good understanding of the principles of Employee relations
  • A sound working knowledge of HR principles and procedures
  • Desire to grow Knowledge of HR systems, tools and digital ways of working
  • Ability to re-prioritise and proactive approach to customer service
  • Previous experience in a customer-facing environment
  • HR Professional qualification preferred

The chosen candidate for this role will be required to undergo standard vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.


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Contact Information
Company Name: HSBC
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