Job Information
UL, LLC Global HR Manager - Case Management in United Kingdom
UL Solutions is focused on making the world a safer, more secure and sustainable place. As a professional services company, our success is based on the technical expertise of our 15,000 employees across 35+ countries.
In this role, you'll champion a customer-centric culture, ensuring our employees receive outstanding service and support through innovative HR technology. With a focus on continuous improvement and service excellence, you'll oversee a global team of 6 askHR team members to deliver personalised and efficient solutions to a diverse range of HR inquiries.
This position is calling for a creative and dedicated individual who will approach this role with a strong balance of continuous improvement, technical savvy, service excellence, and innovative drive.
Overseeing tens of thousands of cases annually, this role can create an impact felt across the entire global organization in the form of a consumer-grade platform and case management experience.
Key Responsibilities:
Develop an engaging and scalable case management experience that balances technology with a human touch, ensuring employees feel valued and supported.
Lead the day-to-day operations of the askHR team. Coaching, mentoring, setting a high bar of performance and service excellence for the team. Role modeling these behaviors.
Establish and maintain well-documented procedures and governance to handle cases and transactional services effectively, leveraging ServiceNow capabilities.
Collaborate with the Knowledge Manager to support and enhance knowledge content strategy, promoting self-service and improving the overall employee experience.
Collaboration with stakeholders within the COEs and HR Global People Services team to ensure launches, changes and updates are seamlessly executed for our employees and leaders.
Help develop, monitor and maintain clear service level standards of success metrics to measure response time, employee satisfaction, quality of response, case escalations, and expected outcomes. Ensure all Service Level Agreements are met and an excellent experience is delivered to employees.
Analyze service delivery metrics to identify trends, areas for improvement, and drive efficiency gains. Creation and provision of tailored metrics to HR leaders. Works with Leaders to enhance/manage areas that need improvement.
Through case analysis, identifies opportunities for automation, reduction of manual process, and simplification of HR processes that help drive accuracy and productivity.
Supports and operationalizes the implementation of ServiceNow HR Service Delivery roadmap, optimizing the user experience and partnering with IT and key stakeholders to introduce new functionalities and enhancements, ensuring seamless communication and change management.
Any other duties as directed.
University Degree in Human Resources Administration, Business Administration, or related field.
8+ years of professional HR experience and experience in leadership role.
Experience managing case management platform and team preferred.
Customer-centric and change mindset with a focus on quality and continuous improvement.
Strong leadership, coaching, and team development skills.
Excellent interpersonal skills and ability to build strong relationships across cultures.
Ability to adapt to and adopt advancements in market practices and technologies.
Experience with ServiceNow HR Service Delivery (HRSD) or similar case management platform preferred.
If you're passionate about driving employee engagement through innovative HR solutions and leading a global team focused on service excellence, we invite you to join us in this impactful role. This position offers an opportunity to make a significant impact on the employee experience and operational effectiveness.
A global leader in applied safety science, UL Solutions transforms safety, security, and sustainability challenges into opportunities for customers in more than 100 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth.
The UL Certification Marks serve as a recognized symbol of trust in our customers’ products and reflect an unwavering commitment to advancing our safety mission.
We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future.
From the adoption of electrification to the enablement of 5G and new mobility, we collectively look toward new frontiers, working for a safer world. Our science is your advantage.
Mission: Working for a safer world
UL LLC has been and will continue to be an equal opportunity employer. To assure full implementation of this equal employment policy, we will take steps to assure that:
Persons are recruited, hired, assigned and promoted without regard to race, color, age, sex or gender, sexual orientation, gender identity, gender expression, transgender status, religion, creed, national origin, ethnicity, citizenship, ancestry, disability, genetic information, military or veteran status, pregnancy, marital or familial status, or any other protected category under applicable law.