Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions. **Key Responsibilities:** + **Team Leadership and Development:** Lead, mentor and manage a team of People Services Tier 1 professionals, ensuring continuous growth and development. Foster a culture of collaboration, accountability, and high performance while providing coaching and career progression opportunities + **Service Delivery Excellence:** Oversee the resolution of Tier 1 HR inquiries through Workday Help to ensure accurate triage and escalation of cases to Tier 2 or COEs as needed. Support the implementation of global knowledge articles and self-service tools to reduce case volume. Collaborate with global Tier 1 teams for 24/5 coverage. + **Operational Efficiency & Continuous Improvement:** Drive operational excellence by optimizing HR processes and championing the use of Workday Help, Document Management, and Journeys to streamline Tier 1 support and enhance employee experience. + **Issue Resolution & Escalation Management:** Support HR inquiries and issue resolution. Provide guidance to ensure prompt, accurate, and compliant resolutions while balancing business needs and employee experience. + **Stakeholder and Relationship Management:** Build strong partnerships with employees, managers, HR Business Partners, Centers of Excellence, and other key stakeholders to proactively address HR needs. Support change adoption as the hub model is implemented + **Process Optimization & Innovation** : Identify opportunities to streamline, automate, and enhance HR service processes, and submit ideas as per the global Change Request Management Framework. Leverage data insights, feedback, and best practices to drive continuous improvement and implement innovative solutions for better efficiency and user experience. + **Data Analytics and Reporting:** Support the Sr People Operations Service Manager Americas to Monitor Tier 1 KPIs such as case resolution time, first contact resolution rate, and employee satisfaction scores. Partner with the Service Management team to drive improvements. + **Employee Engagement & Experience:** Play a key role in driving employee engagement by implementing initiatives that enhance workplace satisfaction, retention, and productivity. Own and improve employee engagement scores, developing targeted action plans to address key areas of concern. **Qualifications:** + Bachelor’s degree in human resources, business administration, with at least 5 years of experience in a HR shared service environment. + 3+ years of experience in managerial role. + Strong knowledge of HR policies, procedures, processes, and best practices. + Experience with large ERP systems/cloud-based HR solutions; Workday is a plus. + Fluency in English. **Key Competencies/Skills Required:** + Encourages creative thinking and the development of new ideas. + Clearly and effectively conveys information and ideas. + Handles uncertain situations and complex problems with ease. + Identifies issues and develops effective solutions. + Makes sound decisions based on analysis and judgment. + Builds and maintains strong relationships with others. + Works well with others to achieve common goals. + Takes bold actions and stands up for what is right. Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.