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. We are seeking a dedicated and experienced **People Support Manager ** to join our dynamic team supporting 1st level people services activities, including first-level HR inquiries, case resolution, and employee self-service enablement. In this role, you will oversee the delivery of high-quality HR services, ensuring operational excellence and a positive employee experience. You will lead a team of Tier 1 professionals, provide advanced support, and ensure seamless execution of HR processes. If you are passionate about fostering employee engagement, ensuring compliance, and driving continuous improvement, we want to hear from you! **Key Responsibilities:** + **Team Leadership and Development:** Lead, mentor and manage a team of People Services 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. + **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. + **Compliance & Policy Adherence:** Ensure case management complies with the designed Standard Operational Procedures, company policies. Lead audits and risk assessments to mitigate compliance concerns. + **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. Act as a trusted advisor, ensure alignment between business objectives and HR service delivery, support change adoption as needed. + **Process Optimization & Innovation:** Identify opportunities to streamline, automate, and enhance advisory services, 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 People Services Experience Lead 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. + Prioritizes the needs and satisfaction of customers. + Quickly learns and applies new skills and knowledge. + Proficient with technology and able to leverage it effectively. + Strives to achieve and exceed goals. + Understands and appreciates diverse cultures and global business dynamics. + Has the ability to build effective teams. 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.