Responsibilities:

• Oversee the Tier 2 team based in Lithuania driving outstanding performance across query response and query resolution.
• Lead, motivate, develop and support a high-performing team of Tier 2 HR Service Representatives, fostering a culture of excellence, collaboration and continuous improvement to achieve company and department goals.
• Engage team members through performance management, coaching, and training to enhance skills and foster professional growth while instilling a culture of excellent customer service and positivity within the team.
• Identify recurring issues, propose solutions for service enhancement, and collaborate closely with other members of the HRSC Leadership Team in Europe
• Monitor team performance metrics to meet or exceed service level agreements, focusing on response time, resolution speed and survey feedback.
• Identify opportunities for process streamlining and efficiency improvements within the Tier 2 area, provide recommendations on refining processes to enhance value, mature processes, and improve customer service.
• Work closely with the Operational Excellence and Training teams to identify and implement areas of improvement
• Lead initiatives to enhance and innovate service delivery, utilizing technology and process improvements to optimize the employee experience.
• Use available reporting and analytics tools to identify areas of improvement

Requirements:

• Ability to model behaviours that reflect the organization’s core values.
• Proven track record of HR Shared Services or similar team management experience in international environment
• Excellent oral and written communication skills and customer service skills.
• Ability to interact effectively with all levels of internal and external customers, including the ability to build and manage effective working relationships. 
• Ability to organize, prioritize, and follow through to completion on multiple tasks.
• Ability to drive a team of Tier 2 experts dealing with more complex queries and requests
• Ease in a multi-national and multi-site context.
• Confidentiality in handling sensitive employee information.
• Analytical mindset and ability to solve problems escalated to them from multiple countries
• Continuous service and process improvement mindset
• Excellent English level is essential. A working knowledge of any of the following languages would also be an advantage: Dutch, French, German, Norwegian, Romanian, Spanish or Turkish.

Minimum Skills Required:

• Degree in HR or related subject
• Significant track record of success in a Shared Services team
• Demonstrated detailed knowledge of Workday, ServiceNow or other comparable integrated HR systems, ideally in a multinational group
• Significant professional experience in a multi-site operational environment.
• Experience of managing a team is essential

What Cencora offers

We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures

Full time

Affiliated Companies:

Affiliated Companies: World Courier (Lithuania) UAB