Flowserve Corporation Manager, People Center Customer Care Americas in Santa Isabel Xiloxoxtla, Mexico
If a culture of excellence, innovation and ownership is what you’re searching for, consider putting your experience in motion at Flowserve. As an individual contributor, or as a leader of people, your enterprise mindset will ensure Flowserve’s position as the global standard in comprehensive flow control solutions. Here, your opportunity for professional development and industry leading rewards will be supported by our foundational commitments to the values of people first, integrity and safety. Thinking beyond opportunity and reward, at Flowserve, we are inspired by working together to create extraordinary flow control solutions to make the world better for everyone!
At Flowserve together we create extraordinary flow control solutions to make the world a better place for everyone. The HR team strives to champion and advance an extraordinary experience for all associates to thrive and deliver.
We are establishing a new and exciting HR People Center organization within Flowserve that will take on critical, operational Human Resources work with a goal of increasing collaboration, leveraging shared knowledge, and creating a more consistent associate experience. Come join our dynamic team and help us elevate the employee journey!
This critical role will lead the Americas HR Service Center or as we call it in Flowserve the People Center activity; provide defined HR, and HRIS transactional services to Flowserve associates, people leaders and HR community. Navigate the Flowserve associates through HR systems and processes and resolve their issues and queries. Support other regional or global HR related activities and projects.
Hybrid role: 3 days in office/2 days remote (work from home)
Overall leadership for the Americas People Center Customer Care team. Develop the team both individually and collectively to meet the needs of the business and to provide succession for wider HR group.
Build efficient People Center organization structure to ensure continuity in service delivery, pipeline talent development, delivery on KPIs and breadth of competencies for ongoing needs.
Drive activities aimed on team engagement, career growth, satisfaction and overall well-being.
Manage the People Center budget process. Ensure business case details are maintained and that headcount, allocations and cost controls are controlled with clear records of benefit realization.
Define and deliver dashboard data and reports, i.e. KPI, HR dashboard, demographic data and any other ad hoc reports required to support the business needs.
Using of lean and continuous improvement methodology to initiate, plan, resource and oversee projects that have regional impact on HR process and ensure implementations are successfully executed.
Lead global People Operations projects aimed on increase of efficiency, improvement of customer experience and implementation of legal requirements.
Adjust activities provided to the internal customers to maximize process standardization and optimization across the region.
Remain well connected to the local senior management team to ensure local compliance and participation in relevant site protocols and activities.
Ensure recording of evidence of compliance to internal controls for internal and external audits.
Work with global IT, HRIS, other regional People Center leaders and Community of Expertise leaders to ensure global consistency in ways of working, process and system set ups.
Participate on regional and global governance boards that review and approve regional and global process and system changes.
Manage senior level escalations and ensure timely and effective resolution.
Adhering to Flowserve’s safety, integrity and code of conduct policies
Other duties as required and assigned by manager
Excellent people management and leadership skills, with an ability to influence at a Senior level
Exceptional customer service, emotional intelligence and empathy
Strong organizational and change management skills - including influencing and negotiating
Project management/continuous improvement skills, ideally with certification in relevant methodologies such as Six Sigma or LEAN
Established financial acumen – cost controls and value propositions. Control of service delivery.
Good understanding of HR practices/principles and of the full HR operations solution
Executive presence and ability to lead organization to deliver high touch support
Conveys quiet confidence, champions the strengths and accomplishments of others, and allows others to find their voice, demonstrate their strengths and own the process
Solves problems, generates innovative solutions, and makes timely decisions based on sound judgment
A global, multi-cultural mindset
Travel required of up to 10% to global locations
5 years’ supervisory experience of HR Shared Services Operations, Business Process Outsourcing and service delivery
Bachelor's degree (HR or Business Admin preferred)
Working knowledge of Workday and/or Neocase or other case management tool
Proficiency in English
- Requires a sedentary seated or standing position for five or more hours per day with repetitive motion/activity on a computer. Would need to be able to lift up to 20lbs/9kg.
Req ID : R-7321
Job Family Group : Human Resources
Job Family : HR Human Resources
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