Global Data Management Team Leader

in Workday data management, Benefits administration, HR reporting, and related case-management processes. The Team Leader provides day-to-day direction, coaches analysts, reviews complex transactions, manages escalations, and serves as the team's primary process authority.

The Team Leader partners with the Supervisor, HR Centers of Expertise (COEs), HR Business Partners, PSC Operations, PSC LATAM, Workforce Management, and HR Technology teams to maintain service quality, meet SLAs, strengthen process capability, and drive continuous improvement.

What You'll Do

Team Leadership and Coaching

• Provide daily direction and prioritization for GDM Analysts across Workday, Benefits, and HR Reporting activities.
• Assign work, monitor queues, balance workloads, and ensure SLA, productivity, schedule-adherence, and quality expectations are met.
• Conduct regular one-on-ones, provide timely feedback, recognize performance, and address development needs.
• Coach analysts on process execution, quality standards, documentation, and escalation judgment.
• Support onboarding, cross-training, and upskilling; serve as a go-to resource for complex or ambiguous cases.
• Review team performance dashboards, quality audit results, and operational trends to identify and address gaps.
• Partner with the Supervisor on performance management, calibration, talent planning, and succession development.
• Foster a respectful, inclusive, psychologically safe, and high-performance team environment.

Subject Matter Expertise

• Serve as the primary SME for Workday data management and HR lifecycle transactions, including:

• Onboarding and offboarding
• Job and position changes
• Pay group assignments
• Government ID and personal data updates
• Service-date corrections
• International assignment and localization actions
• EIB and other mass data-processing activities

• Provide SME guidance for Benefits data-management activities, including benefit-driver entry, disability administration, Canada S&A papers, and benefit-continuation processing.
• Own process expertise for scheduled and ad hoc HR reporting, including manpower, absenteeism, overtime, and headcount reports.
• Review, validate, and approve complex, sensitive, or high-risk transactions before submission, as applicable.
• Provide peer-check oversight and ensure appropriate controls are followed.
• Resolve escalated cases independently and determine when further escalation to the Supervisor, COE, HR Partner, or HR Technology is required.
• Maintain strong working knowledge of policies, regional requirements, SOPs, Knowledge Articles, and system changes.
• Identify process risks, control gaps, and recurring errors and recommend corrective action.

Operational Oversight

• Monitor daily volumes, backlog, SLA performance, quality, staffing coverage, and operational risks.
• Ensure effective night-shift coverage and continuity of service for North American and Latin American stakeholders.
• Coordinate with Workforce Management on scheduling, staffing, intraday coverage, and volume-forecasting inputs.
• Review workload and capacity trends and recommend resource or priority adjustments.
• Escalate emerging risks, service impacts, and unresolved issues to the Supervisor promptly.
• Support business continuity, peak-volume planning, and operational readiness for transitions or go-live activities.

Process Governance and Continuous Improvement

• Translate policy, process, and system changes into clear team instructions and execution guidance.
• Maintain, review, and update SOPs, Knowledge Articles, checklists, and other process documentation.
• Support knowledge-management governance and ensure analysts are trained on approved process changes.
• Lead or participate in root-cause analysis for recurring errors, defects, and customer-impacting issues.
• Identify opportunities for standardization, simplification, automation, and improved First Time Resolution.
• Provide business input for ServiceNow enhancements, Workday Change Requests, reporting improvements, and automation initiatives.
• Participate in process migrations, transitions, testing, user acceptance testing, and go-live support.

Stakeholder Partnership

• Serve as a key operational contact for COE partners, HR Business Partners, PSC leadership, PSC LATAM, HR Technology, and other stakeholders.
• Communicate proactively on case status, service performance, risks, process changes, and improvement recommendations.
• Represent the GDM team in operational reviews, cross-functional meetings, governance forums, and cross-site working sessions.
• Build effective relationships across regions and functions in a matrixed, multicultural environment.
• Provide data-backed insights and practical recommendations to support business decisions.

Systems and Tools

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• Bachelor's degree in Human Resources, Business Administration, or a related field.
• Minimum of 2-3 years of experience in HR Shared Services, HR Operations, a People Services Center, or a related environment.
• Demonstrated expertise in GDM, Workday transaction processing, HR data management, Benefits administration, or HR reporting.
• Prior experience as a Team Lead, Senior Analyst, SME, or equivalent role with responsibility for coaching or guiding others.
• Strong working knowledge of Workday HCM transaction processing and ServiceNow case management.
• Demonstrated ability to independently resolve complex cases and provide sound process guidance.
• Strong analytical, organizational, problem-solving, and decision-making skills.
• Excellent written and verbal English communication skills.
• Ability to work on a fixed night-shift schedule aligned with North American and Latin American business hours.
• High attention to detail and strong commitment to data accuracy, confidentiality, compliance, and quality.
• Ability to manage competing priorities and work effectively with stakeholders across locations and functions.

• Experience supporting HR processes for North American or Latin American employee populations.
• Familiarity with Benefits, disability, leave-related, or employee-lifecycle data processes.
• Experience producing and distributing HR reports using Excel, SharePoint, Tableau, or Power BI.
• Experience with process improvement, Lean, Six Sigma, automation, or knowledge-management practices.
• Experience supporting migrations, process transitions, testing, or system go-lives.
• Spanish language proficiency is an asset but is not required.