SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

About the role:

As Global Technical Support manager, you will lead and develop the technical support team(s) to deliver exceptional support and resolve escalated issues efficiently. You will design and implement service strategies to enhance customer satisfaction. You will monitor performance metrics and drive continuous improvement in service quality.

Which tasks can you expect?

• Ensure all cases are assigned, analysed and resolved within committed SLA’s and Root Cause Analysis is provided where required in a timely manner.

• Produce and maintain a dashboard using corporate tooling to monitor, control and report agreed metrics to the markets supported, identifying and delivering areas of improvement

• Develop a clear understanding of the markets being supported and help the markets realise their objectives through the service provided by Global Technical Support

• Act as a SPOC for GTS towards the market being supported, participate in the operational management meetings as required and report on the performance of GTS

• Drive efficiencies in the resourcing approach to improve the contribution and other financial KPIs by leveraging automation, AI and using our hubs.

• Monitor the costs and the revenue of the Support team to ensure financial objectives are met.

• Participate in customer-facing calls and act as an escalation point for Payroll Operations Managers or SDMs when technical support is needed to address customer escalations.

• Develop and lead necessary action plans to address customer pain points and improve the customer experience whether related to an escalation or to NPS survey insights.

• Build strong collaboration with internal teams such as Implementation, Products or Payroll and promote a OneTeam approach to deliver the best possible customer experience

• Grow and professionalize the technical support team(s) to deliver operational excellence by providing timely support to internal teams (especially payroll teams) and external customers.

• Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.

• Proactively seek solutions to improve operational efficiency and quality by working with Tier 3, teams, Products and Payroll Operations teams.

• Implement best practices, set up processes and policies to ensure all contractual SLA’s are met and to ensure SOPs are in place and adhered to.

• Interpret reporting and analysis to drive service excellence initiatives and use insights from data to drive service improvements for both customer facing processes and internal facing tools and systems.

• In collaboration with Team Lead(s) where applicable, identify training needs for all T1 & T2 teams, ensuring all colleagues receive the necessary knowledge and tools to excel in their roles and develop in their career.

• As a people manager, ensure proper resourcing and contingency plans are in place to ensure consistent performance at all times

• Lead the enhancement, maintenance and improvement of knowledge base for all supported solutions by documenting resolved issues, troubleshooting steps and best practices for future reference, working in close collaboration with the Product Teams.

• Contribute actively to the GTS communities of practice sharing learnings and experiences across countries and promoting best practices.

• Participate in projects and initiatives that contribute to the realisation of the Mauritius hub ambitions

What do you have to offer?

• 10+ years of Customer care experience addressing multiple technology (ideally in the world of HR), 5 years management experience

• Proven experience with integrated solutions

• Proven ability to independently perform initial diagnosis, troubleshooting, and resolution of Tier 1 and 2 technical issues

• Proven experience IT services management including team leadership and performance management

• Experience in handling technical documentation and/or knowledge database

• Excellent communication skills both verbal and written, internal and external

• Ability to maintain composure and customer focus while troubleshooting and solving technical issues

• Experience of driving continuous improvement initiatives

• ITIL Foundation or Practitioner preferred

  
  What do we have to offer?

• Leaves: all types of leave granted from day 1 (annual leave, sick leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years

• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate

• Monthly fixed transport allowance

• No deduction for using the company’s transport after work

• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years

• Fixed internet allowance for home use

• Career break option

• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)

• Yearly performance review with remuneration review

• Yearly company bonus

• Car loan: subsidized interest facility

• Referral program

• Learning opportunities: through an individual development plan and professional training

• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.