National Grid Supervisor(Employee Experience and Response Team) in Syracuse, New York

_About the Position:_

Provide high quality of customer service to National Grid’s employees, retirees, and beneficiaries through effective customer management, supervision of Tier 1 Employee Services Associates (ESA), and expertise in Master Data plans, programs, and vendors. Improve the delivery of Master Data services by implementing process improvements, effective management of Tier 1 ESAs and customer escalations, and identification of Tier 1 processing and call center efficiencies.

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_Position Responsibilities (including but not limited to):_

  • Supervise processing and all transactions related activities

  • Monitoring of all Service Level targets and Key Performance Indicators to ensure the team is successfully delivering against the customer’s expectations

  • Analyze trends in escalated issues to identify on-the-job training opportunities and deliver the training

  • Maintain an accurate and up-to-date knowledge management for Tier 1, including issue trends and seasonal preparation (i.e., open enrollment); ensure knowledge management is accurate and is

  • Participate in continuous improvement workshops and projects

  • Monitors Tier 1 case management entries and the closure of issues according to the designated Employee Services’ escalation procedures, identify opportunities for improvement, and provide coaching to staff as needed

  • Build upon professional skills and knowledge of Master Data rules in order to continually grow your personal contribution to the business

  • Keep up to date with market/regulatory developments within own profession/discipline in order to ensure the optimization of best practice for National Grid

  • Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit National Grid

  • Oversee the operational workload of an allocated team within shared services ensuring allocated staff is fully utilized in order to deliver against agreed program of work andmakes adjustments to process and staff ratios where necessary

  • Lead and functionally supervise assigned staff to include training and problem resolution; performance management feedback

  • Responsible for monitoring career progression and personal development of the team

  • Recognize and communicate unusual events affecting customer service and master data accuracy (e.g., SAP outage)

  • Meet and strive to exceed Employee Services Service Level Metrics on overall customer satisfaction, speed of answer, timely issue resolution and proper case documentation

  • Develop a climate providing motivation, participation and opportunities for employee initiative

  • Monitor performance of allocated staff including issues relating to sickness, discipline and poor standards of work in order to ensure that work is carried out efficiently and effectively and feedback is timely

  • Execute instructions and requests, plan and organize resources and make appropriate arrangements to ensure that work is carried out efficiently and in line with relevant policies, processes and key control established by the department (including SOX, etc.)

  • Building a team environment, setting expectations to improve work performance and ensure representatives are complying with standards set by regulatory bodies

  • Implement procedural best practices in order to ensure all working practices (and where relevant, health and safety standards) are compliant with National Grid policies and regulatory requirements

  • Manage the day to day relationship with relevant internal parties or employees in order to understand their requirements, deliver appropriate, customized solutions and advice, and build cross-functional working in line with policies and processes


_Additional Responsibilities for Band E:_

Band E employees are expected to deliver on the accountabilities listed above as well as those listed below.

  • Develop, implement, and maintain policies, objectives and short/long-range plans, projects and programs

  • Monitor relevant processes in order to identify opportunities for improvement

  • Promote and implement procedural best practices in order to ensure all working practices (and where relevant, health and safety standards) are compliant with National Grid policies and regulatory requirements

  • Translate functional policy by designing procedures that drive greater efficiencies and performance within their own team and for National Grid

_Knowledge & Experience Required:_

  • Preferred four-year professional degree in Business or Human Resources

  • Technical, functional, and in-depth expertise in Human Resources plans, programs, and providers with at least three years’ experience of which at least one year is in managing a team in an HR Contact Center or HR Shared Services

  • Understanding and application of regulations and laws to protect the interest of National Grid as well as the customers

  • Able to deliver high quality of customer service in a professional manner, especially when dealing with dissatisfied customers

  • Experience in performance management, including talent evaluations, career development planning and providing constructive feedback

  • Ability to coach, provide feedback, motivate, and develop others in a direct manner that produces the necessary results

  • Excellent verbal, written and listening skills

  • Ability to maintain effectiveness and commitment when challenged by difficult situations

  • Exceptional ability to partner with key stakeholders within a call center and outside of a call center to resolve issues and implement process improvements

  • Must have working knowledge of tools and systems within designated area

  • Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint)

  • Experience in Emergency Response Procedures and Business Continuity plans as they relate to the area

_Knowledge & Experience Required for Band E:_

Band E employees are expected to have the knowledge and experience listed above as well as those listed below.

  • Technical, functional, and in-depth expertise in Human Resources’ plans, programs, and providers with at least five years’ experience of which at least three year is in managing a team in an HR Contact Center or HR Shared Services

  • Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment

  • Ability to see multiple relationships between data, identifying causes of a situation

  • Drive innovation to develop solutions that improve the delivery of services to Employee Services’ customers

  • Ability to solve problems independently

  • Ability to maintain and foster good working relationships with vendors

  • Knowledge of relevant industry practice and legislation. Knowledge of current trends within the industry and developments in legislation or regulation.

  • Understand quality monitoring, metrics development, and future scenario modelling

  • Expertise with Customer Service Technology (e.g. Case Management System, Knowledge Base System)

  • Specialist-level proficiency in MS Office products, including by not limited to Excel, Word, Outlook, and PowerPoint

  • Knowledge of National Grid's business operations, company policies and practices

_Capability Requirements:_

  • Recognize the important relationships between rewards, reinforcement and results and links individual objectives to broader line of sight goals

  • Understand Others (4): Understands what someone is saying or feeling, even if person is not very clear, and can accurately predict how someone will respond*

  • Drive for Results (2): Proactively identify changes to improve performance, efficiency and effectiveness of processes within the relevant Shared Services area in an effort to reduce operating expenses*

  • Holding People Accountable (3): Within own Shared Services area, demands high performance and makes the consequences of non-performance clear

  • Team Leadership (2): Promotes team effectiveness by soliciting input from team members, communicating expectations of the team and delegating responsibilities while providing support and structure*

  • Must be flexible in duties, responsibilities and shifts and rotate within various locations or offices where applicable

  • Must effectively prioritize daily and weekly activities and effectively cope with competing priorities*

  • Ability to learnprocess oriented methodology to drive towards a culture of continuous improvement*

_Capability Requirements for Band E:_

Band E employees should be evaluated against the capabilities listed below.

  • Recognize the important relationships between rewards, reinforcement and results and links individual objectives to broader line of sight goals

  • Understanding Others (4): Understands what someone is saying or feeling, even if person is not very clear, and can accurately predict how someone will respond*

  • Leveraging Networks (1): Actively build and maintain a network of relationships across the breadth of the business

  • Drive for Results (2): Proactively identifies changes to improve performance, efficiency and effectiveness of processes within the relevant Shared Services area in an effort to reduce operating expenses*

  • Holding People Accountable (3): Within own Shared Services area, demands high performance and makes the consequences of non-performance clear

  • Team Leadership (2): Promote team effectiveness by soliciting input from team members, communicating expectations of the team and delegating responsibilities while providing support and structure*

  • Must be flexible in duties, responsibilities and shifts and rotate within various locations or offices where applicable

  • Must effectively prioritize daily and weekly activities and effectively cope with competing priorities*

  • Knowledge and Ability to learnprocess oriented methodology to drive towards a culture of continuous improvement*

_Job Dimensions:_

  • Employees: represented 8 to 12

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This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.

/National Grid is an equal opportunity employer thatvaluesa broad diversity of talent, knowledge, experience and expertise. We foster a culture ofinclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to bean affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team./

Job: *Employee Services

Organization: *Employee Services

Title: Supervisor(Employee Experience and Response Team)

Location: NY-Syracuse

Requisition ID: 20183596