Associate Manager, Global GBS

Position: EDM Lead

Reports to: HTR EDM Manager

Position Summary:

We are hiring an experienced Employee Data Management (EDM) Lead to oversee daily HR data operations, system accuracy, and team performance. This role balances people leadership with hands-on system administration to ensure all employee life cycle data—from onboarding to exit—is processed efficiently and within established SLAs. You will play a vital role in maintaining high data quality, generating key workforce analytics, and safeguarding sensitive employee information

Primary Responsibilities:

• Process Management: Managing and overseeing the work of employees. Handling escalated customer inquiries and resolving complex issues. Building and maintaining strong relationships with end customer. Ensuring customer satisfaction and addressing concerns promptly and professionally. Ensuring adherence to company policies, procedures, and service level agreements (SLAs.

• key performance indicators (KPIs): Monitoring key performance indicators (KPIs) and implementing strategies to meet or exceed targets. Identifying areas for process improvement and efficiency gains. Assisting in the implementation of new processes and technologies. Coordinating with other departments to streamline operations and resolve issues.

• Team Leadership & Development: Lead and develop the EDM team, setting clear goals, providing continuous feedback, and supporting growth and training. Foster a culture of high-quality service and continuous improvement within the team.

• Customer Service & Quality Assurance: Ensure the EDM team delivers excellent customer service, particularly in relation to concern raised by HR. Monitor service quality, handle escalated employee concerns, and implement improvements to enhance employee experience.

• Collaboration with Tier 2 Teams: Coordinate closely with Payroll, Helpdesk, and WD Specialist teams to ensure effective escalation of tier 2 requests. Maintain strong communication channels to support seamless handling of requests across teams.