Manager, Support Specialist

At G-P, our mission is to break down barriers to global business, enabling opportunities for everyone, everywhere. With remote-first and diverse teams all around the world, our people are the key to achieving this mission. That’s why we trust our Dream Team members with the flexibility and autonomy to do their best and most innovative work, encourage and support their personal growth and career development, and believe in recognition for a job well done.  

The work you’ll be a part of here will have a positive impact on people and their work/life possibilities around the world. Our industry-leading SaaS-based Global Employment Platform™ enables our customers to expand and grow into 180+ countries, creating more opportunities for global success – without requiring entity or subsidiary setup. Beyond the power of our platform, we never forget that behind every hire is a human being. And that brings us to you. 

Beyond a competitive compensation and benefits package, what we offer to all employees is the clear and simple promise of Opportunity Made Possible. Come expand your skills in new ways and experience the thrill of impacting the way the world works, today and in the future.  

About the Position

As a Manager of G-P-Support in a fast-growing company, you will have responsibility for managing a team of regional support specialists and/or supervisors accountable for the business results addressing operational productivity and efficiency. Your team will have responsibility for supporting customers and professional activities focused on HR/IT/Finance throughout the region.  In this role, you will handle all day-to-day activities focused on meeting response SLA’s with comprehensive resolution.  We need an experienced and formidable team member with the creative thinking to roll with the punches in a fast-growing company while supporting your team to meet the needs of our customers and professionals and continuing to create the best experiences. This is an exciting opportunity to work with talented Operations team members.

What you will do:

• Responsible for the management of our GP–Support team operating in the Americas time zone.
• Plan, direct and integrate industry best practices to achieve operational efficiency.
• Give guidance, mentor, and coach direct reports; establish and monitor performance goals.
• Manage smooth implementation of integrated & standard operations practices with key business partners (internal & external). 

• Achieve successful service delivery metrics; SLA achievement and attainment of customer satisfaction targets.  

• Maintain a close collaboration with Finance, HR, IT subject matter experts while supporting customers with payroll, benefits, invoicing, and benefits, etc.
• Manage team members working with external support, including stakeholder coordination with local service providers (LSP) and Local Payroll providers (LPP).

What we are looking for:

• Degree or higher in International Business, Accounting, Law, HR, Finance, or other depending on other experience.  
• 8-12 years of prior experience in a multi-tasking, fast-paced, deadline-oriented role.  
• 4 years of people management experience in a centralized shared services environment
• Detailed oriented focused on quality output; identifies and resolves moderately complex business problems.
• Strong Manager experience in centralized HR shared service operation management.
• Strong Experience in Peoplesoft/Workday/ SAP, Any relevant HRMS tool knowledge.
• Knowledge / Experience with Zendesk and Salesforce; business analytical tools are a plus.
• Strong understanding of finance and HR fundamentals in different locales  
• Good interpersonal skills to manage sensitive and confidential situations; the position continually requires demonstrated poise, tact, and diplomacy.  
• Ability to collaborate with diverse individuals and/or groups.  
• Problem solving to analyse root cause issues and create action plans. 
• Lean & Six sigma experience will be an advantage