Service and Content Management Lead

Bristol Myers Squibb ,
Chester, Cheshire
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Job Description

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. Position Summary Manages team responsible for design, delivery and administration of efficient and effective HR service, content, and learning management processes and tools, including the HR portal, reporting and metrics. Detailed Position Responsibilities: + Manage Service and Learning Management systems and HR portal content globally, including development and implementation of strategy, standards, governance, access, and administration (Vitalize Case Management, Success Factors, mylife, telephony, and Tableau). + Design, deliver, and manage efficient and effective Content, Service and Learning Management processes. + Develop and manage effective internal and external client relationships, including People Services leadership team, HRBPs, IT, functional learning organizations, and global content owners. + Partner with People Services Leadership to establish and maintain service metrics and targets, and ensure these are in line with external benchmarks and continuously improved. + Ensure timely and accurate reporting of service metrics and performance trends. Monitor the analytic trends of cases, knowledge and content usage. Provide regular operational performance updates, drive continuous improvement using insights garnered from analysis to improve PS processes. + Act as governance support across HR material in mylife/vitalize to ensure coordinated, integrated development of material, influencing content owners at all levels. + Act as People Services liaison to related councils for telephony, case, and knowledge management technologies. + Own and manage the HR translation process for global content. + Accountable for enhancing content, usability, and effectiveness of the Human Resources Portal and knowledge management solutions + Lead business requirements/RFP, tool selection, and identifying resource/operational requirements. Provide and implement workable solutions to business issues/problems. + Work in a highly collaborative manner with the Corporate Communications function to deliver Human Resources content in a manner that is aligned with the broader communication strategies + Continuously seek to improve range, depth, and effectiveness of content and messaging to elevate awareness and understanding of Human Resources tools, products, processes, policies, and programs + Partner with IT team to ensure all system implementations and upgrades meet business needs globally with a focus on Compliance, Legal, Works Council, country-specific Data Privacy requirements, meeting all validation requirements. Ensure continuous improvement of functionality and user experience for Line Managers, Employees and HR. + Effectively manage team prioritization and workload. Review the operational performance of the team regularly against defined objectives and plan corrective action accordingly. Transparently discuss performance and issues. Optimize team contributions through coaching, counseling and mentoring. + Stay up-to-date on trends and developments within assigned functional area. Apply external benchmarks to ensure learning and service management solutions are aligned to industry best practice + Exercise consistent judgment and discretion with work directly related to management policies and the general operations of the business + Partner with Service Line and Capability Center Leads to ensure all knowledge is kept current and consistent across all tools. Must have requirements: + Bachelor's Degree and 10 + years relevant experience. + Experience working with current BMS HR enabling systems: Workday, ServiceNow, SuccessFactors, Cisco telephony + Excellent written and verbal communication skills, strong analytical, problem-solving, interpersonal, planning, organizational, and project management skills. + Experience with global HR processes, working in a shared service environment a plus. + Demonstrated ability to influence, communicate and build effective working relationships with internal and external stakeholders at all levels of a highly matrixed organization, and to work across cross-functional, cross-organizational teams. + Demonstrated ability to effectively communicate ideas and influence others to accomplish goals and objectives, including ability to manage and influence virtually. + Experienced people manager with the ability to manag

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