Head of EMEA HR Shared Service Center

Bristol-Myers Squibb is a global Biopharma company committed to a single mission: to discover, develop, and deliver innovative medicines focused on helping millions of patients around the world in disease areas such as oncology, cardiovascular, immunoscience and fibrosis. Join us and make a difference. We hire the best people and provide them with a work environment that places a premium on diversity, integrity, collaboration and personal development. Through a culture of inclusion, we create a better, more productive work environment. We believe that the diverse experiences and perspectives of all our employees help to drive innovation and transformative business results. Detailed Position Responsibilities * Accountable to deliver end-to-end employee life cycle processes including workforce administration, compensation, benefits, leave, payroll, timekeeping, and HR Advisor services in the EMEA region * Accountable to deploy HR services to achieve efficiency, quality and performance measures * Shared responsibility for enabling high percent of first contact resolution in our Capability Centers by ensuring all needed knowledge capital is kept current, and partnering across PS to remove roadblocks to smooth operations * Responsible, with other Service Line Leads and Capability Center leads, for efficient and effective end to end processes * Collaborates with SLLs in design, development and maintenance of integrated end-to-end employee life cycle processes, ensuring design will enable flawless execution * Actively support PS engagement model, and ensure all relevant performance details and opportunities are captured for discussion * Accountable for communicating change in process as appropriate * Ensure communication of all related People Service operational changes, outages, and service impacts are communicated to regional workers * Ensure robust controls are embedded in each process and operating as designed * Ensure regional and local compliance with relevant legal and regulation requirements, including SOX and GDPR * Partner with Service Line Leads to translate strategy into day to day processes and procedures to be carried out by teams in the centers * Act as an advocate representing the regional / market needs in discussions and representing global process and standards in the region / markets * Collaborate with Global People Services, HR Business Partners and Centers of Expertise in transactions, training needs, updating knowledgebase, escalated cases and process improvements * Proven analytical skills to properly evaluate and interpret business requirements and provide feedback of customer needs, ROI, business value and project planning. * Shared responsibility with PS LT for enabling high percent of first contact resolution in our Capability Centers * Partners closely with HRIT to identify and implement solutions / continuous improvements to operational challenges keeping the appropriate Service Line lead informed * Partner with the Service Management team in People Services to provide performance metrics, and trending of issues * Manages service metrics, including customer satisfaction, and leverages these to drive continuous improvement in service quality and performance. * Perform audits of case management to ensure cases continue to move through the business process to resolution, and is the escalation point for critical issues * Owns day to day operational relationship with local third parties who deliver Core HR , Payroll and Benefit Services, ensures delivery in line with SLA's, and provides input to SLL on performance of global providers * Maintains a keen sense of external trends in service delivery and makes recommendations for fit for purpose improvements in delivery * Ensures that team members are engaged with clear direction and accountability, and provide appropriate opportunities for capability build, ongoing learning and development * Responsible for HR foundational data and data quality * Responsible for delivery of annual financial budget and shared accountability for delivery of overall People Services budget Experience Desired * Relevant service delivery experience, including leading a large, regional Shared Services organization and for execution of core HR end-to-end business processes in complex global organizations with full understanding of downstream impacts throughout employee life cycle. * Demonstrated ability to manage stakeholders at all levels of a highly matrixed organization and the ability to work across cross-functional, cross-organizational teams * Working knowledge and understanding of SOX controls * Clear ability to effectively partner and collaborate with Service Line Leads and Capability Center peers to deliver the best operational solutions for the company * Ability to manage complex data and leverage it to design flexible processes which balance goal of standardization with need to meet business requirements * Demonstrated ability to develop positive relations