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The Background Screening Team Leader is responsible for the day-to-day operations performed by the EMEA Background Screening Team and ensures that operational goals and metrics are met.
HR Shared Services strives to deliver world-class HR operations, technology, and services to the Human Resources Division and Citi employees worldwide. With a staff of over 1,200 employees across all regions, HRSS manages, processes, and provides tools to address HR and employee needs in an effective, efficient and low-risk manner while focusing on a positive customer experience. The HRSS Background Screening Team is responsible for optimizing the sustainable and cost effective availability and mobilization of appropriate people skills required to deliver the CSC's committed scope of services and at the expected level of quality. The Team is the delivery engine providing the services to the CSC's partners and customers and is providing its services in strict accordance to the processes and procedures.
Accountable for management of day-to-day operations for the EMEA Background Screening Team (8+ people), including driving metrics of the team, executing monthly evaluations, and coaching/development of Specialists. Responsible for multiple countries.
Provide support to team with Program, Policy, and Procedure knowledge, and tool expertise with a focus on customer satisfaction.
Ensures a high level of language mix within the team;
Ensure resources, capabilities and capacity meets both existing and new business demand.
Ensures service delivery levels are met as defined and requested in volume, time and quality;
Ensures service continuity, backups availability and succession planning;
Ensures the high utilization rate of team-members;
Review and recommend new methods and procedures to make daily operations more efficient.
Identifies and improves delivery best practices, from a facility management, processing and technology leverage stand-point.
Supports the HRSS R&O Manager, in various projects, seeks guidance in case of questions
Responsible for stakeholder management on Operational level, handles Operational level escalations
Take part in daily/weekly/monthly stakeholder calls and building relationships with our partners and customers
Looks for possible short to medium turn risks before they occur, works out proposals to mitigate these
In case of breakdown in service proposes solutions on recovery (including, but not limited to drop in SLA; lack in coverage, loss in trust from stakeholders)
Writes and Handles Severity Incident tickets and their action plans
Escalate to Operations Manager quickly and with transparency when faced with complex issues or problems. Conduct root-cause analysis on issues; implement fixes and share outcome of analysis to prevent reoccurring issues.
Demonstrate a strong leadership ability to guide or direct others through actions and influence while making good business decisions that balance the needs of the business and HR partners.
Ensure all Background Screening requirements are completed on time, in compliance, and with quality results for New Hires (Employees) through generation and analysis of metrics reporting.
Ensure all regulatory processes are completed in accordance with established guidelines (F&P, IAR, etc.)
Complete weekly, monthly, quarterly and annual reporting on background screening processes, escalations and volume
Partner with HR Compliance to effectively implement and document new policies, requirements, and process changes, as needed. Train Recruiting and HR partners on Background Screening procedure changes.
Monitor record management system issues and participate in development of new system tools, as needed (including testing).
People Management responsibilities:
Recruits internally and externally highly qualified delivery team members; recruits externally high potential young graduates;
Manages attrition and low performance program;
Compliance: ensure that people management related tasks are executed in the managed team in accordance with Citi policies and procedures, complying with statutory regulations and laws (e.g. recruitment, work orders, managing performance, etc.);
High performing Team: ensure that the managed department has the required quantity and quality workforce in place. Team members are informed and trained to execute their jobs as required. Capacity planning and ensuring that staff levels are sufficient to meet business need;
Engagement: take ownership for the managed team (incl. Team members in both Active and Passive status) and implement Citi people management practices to ensure excellent employee experience in the course of the entire employee lifecycle (e.g. regular team and individual dialogues, development opportunities, "Voice of Employee" actions, etc.);
In this CSC Delivery Team Lead role, the candidate will develop further result-driven management competencies, specifically in the area of team building, team mobilization, as well as resource optimization and development; this in the context of an increasingly defined and structured but also complex and often sensitive HR transactional service delivery model, including a fast growing portfolio of services and number of covered countries.
Knowledge and Experience:
3+ years of professional experience;
Shared Services management;
HR & Payroll management;
Good working knowledge of HR business processes;
Experience with MS Office: Outlook, Word, Excel, Power Point;
At least 2 years of experience managing staff preferred;
Expertise on background screening requirements and regulations is preferred;
Knowledge of Recruiting Systems and HRIS (Taleo, IRM, Peoplesoft) is preferred.
Excellent written and oral communication skills;
Strong analytical skills;
Sharp motivational and influencing skills;
Robust negotiating skills;
Strong customer service orientation and proven ability to drive improvements in customer satisfaction;
Commitment to process improvement and best practices implementation;
Ability to work in an environment where compliance with processes and procedures is of priority;
Highly motivated, analytical, organized and methodical;
Ability to build strong working relationships and the ability to influence clients and colleagues;
Ability to maintain confidentiality and appropriately handle sensitive information with tact and discretion;
Demonstrated ability to build high performing teams.
BA / MA level preferred;
Delivers partner solutions;
Recruits develops and retains talents;
Drive for results;
Uses sound judgment;
Manages risks and control;
Commitment to teamwork;
Awareness of Citi people processes, policies and relevant laws.
Internal Number: 5856983
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