Personal & Professional Information Team Leader

PURPOSE

The Personal & Professional Information (PPI) team is responsible for the HR administrative processing of employee data specific to changes in their personal and professional life events, such as attestation requests, activity rate, marital status, address, and emergency contact information.

The PPI Team Leader provides leadership, support and guidance to a team composed of PPI HR Administration Officers who are responsible in conducting the processes and task within the PPI services. They are responsible for efficient and effective planning, monitoring and delivery of end-to-end service by the team. They ensure consistency of their service delivery in line with the defined service level agreements (SLA) and in accordance with ICRC policies and Swiss Labour laws.

RELATIONSHIPS

• Internally, interacts with employees, fellow members of PACSS, HR teams at headquarters and in the field, Business Process Owners (BPO), HR Managers (HRM), HR Partners (HRP), Talent Managers (TM), and HR service providers
• Externally, may interact with external suppliers and service providers

ACCOUNTABILITIES AND RESPONSIBILITIES

• Responsible for the day-to-day management of the team composed of five up to eight HR Administration Officers
• Responsible for the end-to-end processing of PPI services in line with the SLA
• Accountable for ensuring processes and workflows are applied consistently within the team
• Seek and implement continuous improvement opportunities to ensure the team maximizes service and efficiency at all times
• Produces quality reports and evaluates activities against key performance indicators
• Liaises with the employees, Talent Managers, HR Managers, and BPOs for any issues and propose changes to improve service delivery and manage individual cases
• Conducts root cause analysis in collaboration with the Quality Assurance Officer and develops action plans to address identified issues, ensuring timely resolution and continuous improvement
• Implements solutions at an intermediate level, resolving complex cases using feedback from process experts, making informed decisions based on thorough understanding and assessment of the situation
• Supports and directs the team on quality issues or exceptional queries, and when necessary, escalates cases to the Service Delivery Manager (SDM) or BPO
• Is responsible, with the SDM, for taking measures to implement audit recommendations

People Management

• Understands and supervises the Performance Management & Development (PMD) activities for employees under their supervision
• Engages in ongoing and continuous feedback and support, particularly for employees under their supervision, but also other staff members
• Organizes regular meetings within their team to ensure optimal coordination of the work and proper flow of information
• Ensures that job descriptions for employees under their supervision are up to date; seeks feedback and support from the HR Department if needed
• Plans and coordinates the annual leave of the employees under their supervision ensuring continuity of the operations throughout the year and making sure that there are no outstanding holiday balances at the end of the year
• Coordinates and supports the employees under their supervision in their personal development by coaching and advising them on internal and external training and development possibilities

Additional Duties

• Follows up on all work-related messages and correspondence with the relevant contacts and departments
• Takes responsibility for their own professional learning and development
• Participate in projects, as necessary
• If necessary and upon request, provide ad hoc administrative tasks for the unit or department
• Being proactive with continuous improvement propositions for the team’s management processes and / or more generally the PAC Administration

Authority and Powers of Attorney

• Can sign administrative documents issued by the PPI team

SELECTION REQUIREMENTS

• University/bachelor’s degree
• Proficient computer skills, including in-depth knowledge of Microsoft Office suite (Outlook, Word, Excel, PowerPoint) and SharePoint
• Good command of spoken and written English
• Typically, six to nine years overall professional experience
• At least three years providing services in an international organization or company, ideally in a shared service environment
• Experience in change management a strong asset
• Knowledge in establishing goals, key performance indicators, and service level agreements
• Confirmed experience in managing a team

WHAT WE OFFER

• Diverse and humanitarian-minded workforce
• An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide
• Training opportunities
• Flexible work schedule