Human Resources Generalist - Service Delivery Coordinator
Moog Corporate Group includes areas such as Contracts, Law and Compliance, Environmental Health and Safety, Finance, Human Resources, Information Technology, and several others. The common thread across these areas is that they aim to drive and support the success of our global organization. Our corporate functions are primarily located at our headquarters in East Aurora, NY, but day-to-day they work closely with colleagues around the world.
Human Resources Generalist Service Delivery Coordinator
The purpose of this role is to coordinate the efforts of all E-Support Generalists and ensure that the group provides “WOW” service in an energetic, professional, cost-effective manner and all adhere to providing service according to the HR Way. The Lead will ensure appropriate collaboration with all HR disciplines to understand their process and procedures and ensure the Knowledge Base is always up to date and staff is informed and trained. This role must have a higher level of understanding of all HRBP, CoE’s and Specialist areas and understanding of the business.
Responsibilities:
- Coordinate schedules and activities of the E-Support Generalists and manages the resolution of all types of level 1 HR issues and questions within the team as the first point of escalation of any Generalist
- Collaborate with the HRBP, CoEs, and Specialist areas to always be up to date on their processes, procedures, and business changes
- Responsible for updating the Knowledge Base, Case Management and Telephony, and training all Generalists on changes and new communications
- Lead interface with third-party vendors for E-Support (Infor)
- Provide support for HRMS processes and updating across the US
- Provide support to at least three Specialist areas being HR Support, Benefits, and Talent
- Continuously identifies opportunities and makes recommendations to improve the cost, quality and timeliness of the service delivery
- Maintains metrics on the E-Support Team
- Receives Quality Assurance feedback and demonstrates improved performance based on that feedback
- Develops E-Support scripts and continuously updates and adds to them as needed
Basic Qualifications:
- Bachelor’s Degree in Business or HR
- 2 -4 years of experience in customer service / call center preferred
- Detail oriented with demonstrated excellent attention to customer service and committed to delivering “WOW’ service
- Ability to handle confidential / service data with discretion with strong interpersonal skills, with a proven track record of earning the respect, confidence and trust of managers and employees
- Maintains composure at all times with professional telephone etiquette and train the other Generalists to respond in the same manner, practicing attentive listening and demonstrating patience
- Working knowledge of PeopleSoft required
- Demonstrated experience in coordinating team efforts and managing time and meeting deadlines
- Demonstrated experience with excel, word, and power point with excellent communications skills, both verbal and written. Must have an analytical mind set to interpret data and develop conclusions
- Ability to work independently
EOE/AA Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran
About Moog, Inc.:
Our company began in 1951 with Bill Moog’s invention, the servo valve, a device which became the heart of high performance motion control systems. Today, Moog Inc. (NYSE: MOG.A and MOG.B) is a worldwide designer, manufacturer, and integrator of motion control parts and systems.
Headquartered in East Aurora, NY, we proudly serve customers in more than 90 countries. Our operations extend to more than 27 countries and our talented, global workforce is nearly 12,000 strong.
Our company is organized into five operating groups: Aircraft, Space and Defense, Industrial, Medical Devices, and Corporate. Our high-performance systems control military and commercial aircraft, satellites and space vehicles, launch vehicles, missiles, automated industrial machinery, and marine and medical equipment. What sets Moog apart is our commitment to creating high-performance solutions that solve our customers’ most difficult technical challenges.
But it's more than technical excellence that defines us. Moog is a performance culture that empowers people to achieve great things. Our employees enjoy tackling interesting technical challenges in a culture of trust. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work.
Moog is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department via phone at 844-367-5787.
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