Job Information
Iron Mountain Director, Employee Care Service Delivery in Warszawa, Poland
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
THE OPPORTUNITY
Title: Director, Employee Care Service Delivery
Reports to: VP, HR Service Delivery & Operations
Experience Level: Mid-Senior Level
Job summary
The Director, Employee Care Service Delivery leader is a critical member of the Global HR Service Delivery and Operations team accountable for providing strategic direction, oversight and expertise in global employee care for 27,000 Mountaineers in 60 countries across the globe (EMEA, LATAM, APAC and NA). He/she will ensure that all employee care channels (e.g., digital Tier 0 and beyond) produce high quality services to Mountaineers around the world and are optimized to meet our service strategy business metrics and evolving customer expectations in support of IM’s growth imperatives. The incumbent will be responsible for collaborating with internal stakeholders, external vendors and all of HR to drive the use and adoption of emerging technologies.
The incumbent will be responsible for ensuring the delivery of exceptional employee care services including overseeing and governing the operations of a BPO provider's contact centers. This role involves managing vendor relationships and regional IRM service delivery hubs, monitoring performance metrics, and implementing best practices to enhance service quality and efficiency. The ideal candidate will have a strong background in HR or customer care service delivery, excellent leadership skills, experience managing outsourced service providers and continuous improvement mindset.
This is a new role and the successful candidate will be building the infrastructure for this role during a current HR Transformation Program to ensure it is in place prior to the Phase 1 go live.
This role is 100% remote.
Your role in our mission:
Service Delivery Oversight:
Oversee the daily operations of the BPO provider's contact center, ensuring consistent and high-quality service delivery across all service channels
Monitor and manage service levels, response times, and resolution rates to meet or exceed agreed-upon SLAs.
Address and resolve escalated issues, ensuring a positive employee experience.
Vendor Management:
Establish and maintain strong relationships with the BPO provider, acting as the primary point of contact for contact center service delivery matters.
Conduct regular performance reviews with the vendors, providing feedback and setting improvement targets.
Ensure compliance with contractual obligations and negotiate contract renewals or amendments as needed.
Continuous Improvement:
Partner with provider and internal stakeholders to develop a strategic roadmap to advance our goals towards an employee centric, digital experience
Identify opportunities for process optimization and partner with internal and external stakeholders to implement changes to improve efficiency and service quality.
Lead initiatives to enhance employee satisfaction, including training programs, knowledge base updates, and technology enhancements.
Monitor industry trends and best practices, incorporating relevant insights into service delivery strategies
Reporting and Analysis:
Prepare and present regular reports on contact center performance, including metrics on self service utilization (call and case deflections), digital utilization and employee satisfaction.
Analyze data to identify trends, areas for improvement, and potential risks.
Develop and implement action plans based on data insights to address service gaps or issues.
Team Leadership:
Provide guidance and support to the BPO provider's contact center team, ensuring they are equipped with the necessary resources and training.
Foster a collaborative and positive working environment, promoting a culture of continuous improvement and excellence.
Coordinate with internal HR teams and other stakeholders to align service delivery with organizational goals and policies.
Lead a small team of business analysts who support analysis, planning, and operational metrics.
Valued skills and experience:
Minimum of 7-10 years of experience with increasing responsibility, in HR service delivery, customer service/care or contact center management; preferably within a BPO environment.
English language proficiency required
Experience working globally or with a commensurate geographic scope
Proven experience in vendor management and negotiation skills
Strong analytical skills with the ability to interpret data and make informed decisions to drive change
Excellent communication and influencing skills, with the ability to build and maintain relationships with internal and external stakeholders.
Demonstrated ability to lead and manage teams, with a focus on employee engagement and development.
Proficiency in using HR information systems (HRIS), customer relationship management (CRM) systems, and other relevant technologies.
Discover what awaits you
Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.
Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.
Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.
Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.
Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)
Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).
Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.
Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.
Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.
#LI-REMOTE
Category: Human Resources
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0079537