# Job Description SummaryThis position reports to the Americas Customer Interaction Center Manager and the purpose of the position is to ensure efficient and effective delivery of the Customer Interaction Center \(CIC\) services\.
The incumbent is responsible to work with the Americas CIC Manager on the day to day operations of the CIC team and provide supervision and guidance to the team members reporting to him/her\. The incumbent is responsible to achieve highest level of customer satisfaction, effectiveness and efficiencies through close monitoring of the performance metrics & deliverables of the CIC team\.
# Job Description
+ Provide support in the HR transformation journey by partnering with the CIC Manager in setting up and stabilizing the CIC team of the Americas Associate Service Center \(ASC\)
+ Manage and lead a team to include staffing, coaching and development, performance management, compensation and other requirements of a person leader in accordance with BD’s values and leadership standards
+ Take a leadership role in policy creation, process building and improvement and problem/exception resolutions with focus on efficient and effective policy and process optimization
+ Review Americas CIC performance and shared service center trends to enhance customer service and case management
+ Ensure documented legal or regulatory local requirements are understood and aligned with the Americas process framework\. Work with CIC Manager for information gathering and aligning of future to\-be work processes or services as delivered by ASC
+ Identify, recommend, and target to assess the performance of services in the Americas CIC team\. Ensure adequate resource planning and work prioritization through close monitoring of service delivery results, case management results and assured resolutions of all escalated issues
+ Review performance metrics to lead and support continuous improvement of the ASC processes\. Ensure policies and processes are standardized and simplified to the maximum extent possible\. Proactive in developing and implementing solutions to address any processes gap that hinder efficiencies
+ Manage HR requirements to meet the information technology application needs of our teams and our customer
+ Own the overall accountability for delivering services, meeting service level agreements \(SLA’s\) and providing continuous improvement in the areas of:•Contact center support for Tiers 1 and 2 call resolution•Process and transaction services supporting the execution of HR and payroll processing•Workday production support and operational efficiency•Engagement in difficult executional challenges
+ Ensure policies, guidelines and processes exist to support the delivery of services in line with the HR Service delivery model and in agreement with the various stakeholders
+ Ensure appropriate documentation \(process maps, RACI, SLA, Desktop procedures, users’ guides, etc\.\) for all Americas processes for which the ASC is accountable exists and remains current
+ Personally ensure that questions, requests, issues, and events involving senior executives \(Job Group 8 – Job Group 9\) are resolved in an expedited manner with minimal time and involvement needed by the leader\.
# Primary Work LocationUSA TX \- San Antonio
# Additional Locations
# Work Shift