Cargill Inquiry and Knowledge Management Lead in Bangalore, India
Inquiry and Knowledge Management Lead
Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience. We have 150,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.
Come join us!
The Inquiry and Knowledge Management Lead will further the Global HR Solutions (GHRS) Mission: Accelerate business performance and growth through expert consultation and delivery of HR solutions to Cargill managers and employees.
He/she will operationalize the Process, Data and Technology (PDT) Purpose by: Providing expert consulting and governance support across PDT and Service Delivery solutions.
As a member of the GHRS Extended Leadership Team (ELT) this role is responsible for defining strategies to ensure global effective delivery of HR Request Management services across Cargill in alignment with the HR Operating and Service Delivery Models. It is also responsible for ensuring that the content required for the management of processes and services is stored and accessible to the pertinent users.
This position is accountable to define strategies that ensure maximum use of the Service Delivery Model’s Direct Access and Contact Centre capabilities including a leading practice set of tools like HR Portal, Telephony, Request Management and other supporting technologies.
The Inquiry and Knowledge Management Lead will define/implement strategies that will drive improvement, efficiencies and effectiveness in handling of manager and employee inquiries. This position will contribute to the selection and management of the best solution partners (internal and external), and partner with Regional HR solutions teams to deploy identified solutions. This position will also be responsible for leading the Respond to Request Moments that Matter, a client centric governance model.
They lead a culture of client centricity, client orientation as well as rigorous adherence to standards, process excellence and continuous improvement. The role shapes a vision for the end-to-end request management process from response through resolution and partners across all service owners to ensure that best practices in request management are integrated throughout the entire request management and resolution process.
This role will closely partner with the Inquiry and KM Tools Lead role in a dotted line relationship.
40% Business Leader
Lead the Respond to Request Moments that Matter by ensuring a client centric view of service performance and measurement using a robust governance approach
Establish a vision for an end-to-end HR Client experience in the resolution of HR Requests that shapes a consistent experience for the delivery of all HR Services
Responsible for execution of the Employee Inquiry services ongoing operation that includes client contacts via multiple channels and Employee Data Management Transactions, maximizing the use of the Outsourcing partners and CBS centers
Lead the ongoing development of a world class HR Portal and the management of the Knowledge Content including documentation for all HR processes
Identify opportunities for improvement and alignment within the delivery of Employee Inquiry services, and develop/assert strategy to drive initiatives forward
Lead and support Global HR Solutions in the identification and selection of the appropriate Service Delivery Model actors (internal and external) and tools, including the development of a business case and business relationships to support the strategy execution
Serve as a role model for high quality client service; ensure that the needs and expectations of all clients are consistently met or exceeded
25% Change Leader
Embrace and champion change, lead with courage and conviction and build change capability
Develop and implement change strategies for the Employee Inquiry services and lead the Respond to Request Moments that Matter; engage and build commitment with appropriate groups that are critical to making change happen
Actively support and influence change management efforts to ensure successful strategy execution
Partner with HR Solutions regional teams to effectively deliver on identified strategy and align on service and process consistency
Respond with agility to changing business priorities
Responsible for strong stakeholder engagement with team members and leaders throughout the Businesses, Functions and HR globally
5% Culture Steward
Build trust and act with integrity, engaging with and inspiring others, and building and sustaining a culture that creates competitive advantage for the business and brings to life HR strategy
Manage relationships between service delivery providers (internal and external) required to support efficient delivery of Employee Inquiry services
Build strong relationships with HR solutions teams to understand key concerns and apply learnings to improve delivery
Build relationships with Global IT to influence and inform on technology solution requirements
Build capability to reflect client centric service delivery
Foster the GHRS Team Vision: Solution Driven. People Focused. Accelerating Business Performance
30% Value Leader
Demonstrate conceptual strength, passion for continuous improvement, use data to make fact –based decisions, use relevant metric and ensure compliance
Engage strategically with Moments That Matter Tower Leads to translate the vision for HR into a consistent and compelling Respond to Request moment that matters.
Ensure the consistent handling and the timely response and resolution of Employee Inquiries and integration to other service delivery providers
Identifies and contributes to leading practices in customer centric HR service delivery by regularly engaging in professional forums, associations and networking opportunities; is looked to as a thought leader on customer centric HR Service Delivery both within and external to Cargill
Frequently assess the external marketplace and benchmarks to look for opportunities to enhance performance
Use results/data from client feedback to develop plans for improvement
Utilize reports and enforce operational practices, including quality audits, standard and ad hoc reports in order to identify issues and take actions to achieve performance goals and targets
Conduct trend analysis of data to provide qualitative assessments, Employee Inquiry activity, and provide insights for use by the HR Job Family and the Service Delivery providers
This position can be located in either the Twin Cities (Hopkins, Wayzata MN) offices; or, Bangalore, India office; or, Mechelen, Belgium office. If you are located outside of the Twin Cities, please apply to the position in your region.
Relocation will not be provided for this position.
Greater than five years of demonstrated experience and acumen in leading Employee Inquiry services
Proven success in leading the development and implementation of strategies
Experience managing processes and delivery within a global context or with global components
Demonstrated experience learning, designing, and/or implementing new or improved people processes
Proven experience executing (through others) the building and/or integrating of new or existing processes
Demonstrated ability to support an environment that emphasizes client-focus, collaboration and interdependence
Expert knowledge in managing multiple, medium to large, cross functional teams or projects, and influencing senior level management
Demonstrated track record in taking initiative, working independently and handling multiple priorities simultaneously
Proven leader of both people and function and have been successful in engaging the organization through your compelling communication
Demonstrated successful experience overseeing others, directly or indirectly, including effective development, coaching, and mentoring
Ability to travel up to 20% international
Deep understanding of the Employee Inquiry area including the tools required to support effective and efficient service delivery
Identified as a successful executor and adviser
Independent thinker and problem solver
Ability to influence without authority
Comfort dealing with ambiguity
Ability to coach up and encourage changes in behaviors
Strong drive for results with practical, result/outcome focused
Willingness to challenge the status quo and be tenacious in the pursuit of meaningful change
Able to effectively operate across different cultures
Strong business acumen
Ability to operate at both the strategic and tactical level
Written and verbal fluency in English
Master’s or Bachelor’s Degree in related field
A broad understanding of how Process, Data and Technology interact across the HR Service Catalog
Change Management and Communication Experience
Proven track record of translating business stakeholder needs and corporate requirements into effective products services or solutions
Demonstrated experience and acumen in driving compliance of HR Services
Strong stakeholder management and influencing skills
Continuous improvement Lean methodologies
Equal Opportunity Employer, including Disability/Vet.
Job Human Resources
Primary Location India-KA-Bangalore
Other Locations Region - North America, Belgium-VAN-Mechelen, US-MN-Hopkins
Job Type Standard
Shift Day Job
Req ID: BAN02864