Wolters Kluwer Senior Manager, HR Service Delivery in Riverwoods, Illinois

Wolters Kluwer (www.wolterskluwer.com) is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Wolters Kluwer combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Responsibilities:

  • Supervise and develop a dedicated team of Tier 1 and Tier 2 representatives, serving approximately 8,000 employees across the US through the development, improvement, and implementation of complex service delivery processes and programs related to compliance and M&A/divestitures

  • Rebuild the US Service Delivery function to align with the Human Resources technology transformation which includes Workday and PeopleDoc implementation

  • Lead and align the end-to-end activities that include development and maintenance of the Human Resources (HR) knowledge portal, Tier 1 and Tier 2 process and escalation flow including compensation, benefits, talent development, talent acquisition, and payroll subject matter experts

  • Identify and implement continual process improvements

  • Document, train, and develop portal content of Workday processes and policies including Service Delivery SLA's, SOP's and audit activities

  • Help ensure an exceptional employee experience measured through team development, service performance, and quality metrics for continuous improvement

  • Monitor team productivity and service level attainment and proactively measure, report on and improve team performance

Qualifications:

  • A minimum of eight years of experience in a customer service center environment with at least five years of experience leading and managing a team

  • A minimum of five years of HR experience in a fast paced, growth oriented global business; preferably within a software and/or global matrix company

  • Bachelor's degree from an accredited college/university or equivalent HR work experience

  • Experience with Workday and PeopleDoc or similar systems preferred

  • Flexibility to travel if required (minimal)

Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2017 annual revenues of €4.4billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled