Tower Lead WFA

Service Delivery Leadership: Own end-to-end delivery of workforce administration services across the employee lifecycle, including hire, onboarding, personal and job data changes, transfers, promotions, organization changes, compensation-related updates, leave and absence data changes, terminations, separations and employee record maintenance.

• SLA, KPI and Quality Management: Deliver agreed SLAs, KPIs, quality and productivity targets; establish performance routines, capacity plans, workload balancing, quality checks, root-cause analysis and corrective or preventive actions.
• Transition and Stabilization: Partner with transition, solution, technology and client teams to support knowledge transfer, process validation, SOP creation, control design, work allocation, readiness reviews, go-live and stabilization for the new account.
• People Leadership: Lead, coach and develop team managers, team leads and associates; build role clarity, skill matrices, cross-training, succession plans and a culture of ownership, accuracy, customer focus and continuous improvement.
• Client and Stakeholder Management: Act as the primary tower contact for client HR, HRIS, Payroll, Benefits, Talent, Finance and other connected teams; manage governance meetings, escalations, priorities, dependencies and action closure.
• Risk, Controls and Compliance: Maintain data confidentiality, access controls, maker-checker controls, audit evidence, regulatory and policy compliance, records management and business continuity readiness. Ensure issues are identified, logged and remediated promptly.
• Technology and Data Governance: Oversee accurate processing in HRIS and case management platforms; govern mass uploads, interfaces, reconciliations, data validations, exception handling, reporting and system or process change impacts.
• Transformation and Improvement: Build and execute an improvement roadmap covering standardization, simplification, automation, self-service enablement, analytics, knowledge management and elimination of repeat defects.
• Governance and Reporting: Provide clear operational reporting on service performance, volumes, backlog, ageing, quality, capacity, risks, controls, customer experience, improvement benefits and key decisions required.