Manager, Support Specialist

About the Role

The support team plays a vital role in enabling Globalization Partners International's clients to expand into over 180 countries, and as such, this position requires a strong understanding of finance and HR fundamentals in different locales. The ideal candidate will have experience working in a fast-paced, deadline-oriented environment, with a proven track record of managing complex business problems and collaborating with diverse individuals and groups.

The role will involve working closely with various stakeholders, including regional support specialists, supervisors, and other teams to ensure that customer support and HR/IT/Finance operations are aligned with the company's overall strategy. Strong interpersonal skills and the ability to manage sensitive and confidential situations will be essential in this position.

What You Will Do

• Manage a team of regional support specialists and supervisors to ensure seamless HR/IT/Finance operations and customer support
• Utilize Salesforce expertise to drive quality output and resolve moderately complex business problems
• Collaborate with diverse individuals and groups to analyze root cause issues and create action plans
• Provide strong leadership and direction to the support team, focusing on quality output and customer satisfaction
• Develop and implement processes to improve efficiency and effectiveness of HR/IT/Finance operations
• Identify and resolve moderately complex business problems, utilizing analytical tools and techniques
• Manage and maintain knowledge of HRMS tools, including Peoplesoft, Workday, and SAP
• Utilize business analytical tools to drive insights and inform decision-making
• Develop and maintain strong relationships with customers and stakeholders, ensuring high levels of satisfaction and loyalty
• Stay up-to-date with industry trends and best practices, applying this knowledge to improve support operations
• Manage and resolve customer complaints and issues in a timely and professional manner

What We Are Looking For

• 8-12 years of prior experience in a multi-tasking, fast-paced, deadline-oriented role
• 4 years of people management experience in a centralized shared services environment
• Detailed-oriented approach, with a focus on quality output and customer satisfaction
• Strong experience in centralized HR shared service operation management
• Knowledge and experience with Peoplesoft, Workday, SAP, or other relevant HRMS tools
• Experience with Zendesk and Salesforce, as well as business analytical tools
• Strong understanding of finance and HR fundamentals in different locales
• Ability to collaborate with diverse individuals and groups, with strong interpersonal skills
• Experience working in a global environment, with a strong understanding of cultural nuances and differences

Nice to Have

• Experience with Lean and Six Sigma methodologies
• Knowledge of other HRMS tools, such as BambooHR or Namely
• Experience working in a SaaS-based environment, with a strong understanding of cloud-based technologies
• Certification in HR, IT, or a related field, such as SHRM or ITIL

Benefits and Perks

• Generous paid time off, with flexible scheduling to ensure work-life balance
• Spending accounts, including health and wellness benefits
• Medical, dental, and vision insurance, with access to top-tier healthcare providers
• Sabbatical after 5 years of service, with opportunities for professional development and growth
• Access to cutting-edge technologies and tools, including Salesforce and other industry-leading software
• Collaborative and dynamic work environment, with a team of experienced professionals
• Opportunities for career advancement and professional growth, with a focus on employee development and succession planning

• Ensure you have a strong understanding of Salesforce and its applications in HR/IT/Finance operations, as this will be a key aspect of the role.
• Highlight your experience working in a fast-paced, deadline-oriented environment, and provide specific examples of how you have managed complex business problems.
• Showcase your leadership skills and experience managing teams, including examples of how you have driven quality output and customer satisfaction.
• Be prepared to discuss your experience working with HRMS tools, such as Peoplesoft, Workday, and SAP, and how you have utilized these tools to drive insights and inform decision-making.
• Research the company's commitment to innovation and customer satisfaction, and be prepared to discuss how you can contribute to this mission.
• Consider obtaining certifications in HR, IT, or a related field, such as SHRM or ITIL, to demonstrate your expertise and commitment to the field.
• Prepare to discuss your experience working in a global environment, including your understanding of cultural nuances and differences, and how you have managed teams across different regions and time zones.