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BD (Becton, Dickinson and Company) HR Customer Interaction Center Team Lead in San Antonio, Texas

Job Description SummaryThe CIC Team Lead is responsible for the day to day interaction BD associates have with the Associate Service Center, an Human Resource Service Delivery solution providing support across the Americas, including Canada, the United States, Puerto Rico, Brazil, Mexico and other Latin American countries, and provides supervision and guidance to the team members reporting to him/her by monitoring performance metrics and deliverables in order to achieve the highest possible levels of customer satisfaction

Job Description

Do you enjoy helping others? Do you want your day to be filled with challenging, meaningful and life-impacting work where you can influence the development of policies, processes and long-term solutions? Are you flexible and nimble in keeping up with customer needs; constantly on the cutting edge of defining their next level of expectations and working to exceed them? Then the Customer Interaction Center Team Lead in BD’s Americas Associate Service Center might be the right role for you!

The CIC Team Lead is responsible for the day to day interaction BD associates have with the Associate Service Center, an Human Resource Service Delivery solution providing support across the Americas, including Canada, the United States, Puerto Rico, Brazil, Mexico and other Latin American countries, and provides supervision and guidance to the team members reporting to him/her by monitoring performance metrics and deliverables in order to achieve the highest possible levels of customer satisfaction.

Key Responsibilities

  • Effectively and efficiently lead a team of customer-focused Human Resource analysts to include maintaining needed levels of staffing, individual coaching and development, performance management, compensation planning, and other requirements of a people manager in accordance with BD’s values and leadership standards

  • Ensure policies, guidelines and processes exist to support the delivery of services in line with the HR Service delivery model and in agreement with various stakeholders, to include current and appropriate documentation (process maps, RACI, SLA, Desktop procedures, users’ guides, etc.) for all processes which the team is responsible to support

  • Standardize and simplify policies and processes to the maximum extent possible ensuring documented legal or regulatory requirements are understood and align with the Americas process framework, working with CIC Manager to gather information and develop future to-be work processes or services as required

  • Own overall accountability to deliver services and meet service level agreements (SLA’s) through adequate resource planning, work prioritization and resolution of escalated issues

  • Monitor and report on team performance and service center trends to highlight and suggest enhancements to customer service and case management practices with a focus on process optimization and proactive development of solutions, contributing to a culture of continuous improvement in the ASC

  • Personally ensure that questions, requests, issues, and events involving senior executives are resolved in an expedited manner with minimal time and involvement needed by the leader

Educational Qualifications & Previous Experience

  • Bachelor’s Degree or equivalent specialized experience

  • 2+ years supervising a diverse team in a shared services environment

  • 2+ years working with an Human Capital Management System (HCM), Workday preferred

  • 2+ years using a case management system and knowledge portal

  • 2+ years coaching others with proven, positive behavior changes

  • Professional HR/Business Administrationqualification/certificationpreferred

Knowledge, Skills & Abilities

  • Action-oriented – Agile and timely in making things happen

  • Customer Focus – Flexible and nimble in keeping up with customer needs; on the cutting edge of defining their next level of expectations and working to exceed them

  • Process Effectiveness – Understands results that must be obtained and establishes efficient plans for self and/or others to achieve them; alert to opportunities to improve existing processes for accomplishing work and pursues them

  • Influencing Others – Whether as a team leader or an individual contributor, engages others in ways that gain their willing support and cooperation in pursuing initiatives or particular courses of action

  • Strong PC application skills, including MS Office (Word, Excel, Power Point, Outlook)

  • Intermediate to Advanced MS Excel Skills – Able to use all functions, including those on the Formulas, Pivot, Graphs and Table tabs

  • Basic Lookup, Logical, and Text Formulas – VLOOKUP, If (then, Count), Text to Columns, Concatenate, Exact

  • Moderately Complex Pivots including multiple fields – Show Value As, Slicer, Pivot Graphs

  • Moderately Complex Graphs including multiple fields

  • Ability to Problem solve to get expected results (using resources such as Excel Help and Google)

Applicable Operational Languages

  • Expert proficiency in English required

  • Expert proficiency in Spanish, Portuguese or Canadian French preferred

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

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Primary Work LocationUSA TX - San Antonio

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com

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