Air Liquide Europe Business Services (ALEBS) was created in 2019 in Lisbon, Portugal with the mandate to provide financial services for Air Liquide European entities. In the space of 4 years, it has expanded to over 400 employees based in 3 office locations: Lisbon, Tomar and Guarda. The geographical scope was extended to include, besides the European affiliates also entities located in Africa, Middle-East and India, and the operational scope was extended and includes today not just Finance, but also Human Resources.
How will you CONTRIBUTE and GROW?
Accountabilities & related Activities:
Ensure delivery of services in accordance with agreed performance levels (KPI) and in line with legal/regulations (compliance)
Manage and monitor the implementation of our organization's Total Rewards (Compensation, Benefits and Mobility as well as Employee Shareholders Services) programs and processes for Europe
Lead and coordinate the team in working closely with Total Rewards Center of Excellence to support the implementation of designed policies and guidelines, as well as being the Tier 1 contact for employees with related inquiries
Deliver services in a timely and accurate manner according to the agreed Service Level Agreements (SLAs)
Ensure service delivery is in accordance and adhering to all compliance and audit requirements
Lead, coordinate and allocate incidents and requests that require urgent attention
Review, monitor and implement processes and procedures to achieve optimal team workflow to ensure timely delivery of services
Drive improvement activities or projects to deliver service excellence and the best customer experience
Identify trends in incidents and services requests raised for continuous improvement consideration
Act as an escalation point and provide coordination and support for high severity incidents
Guide, train and coach team members with daily activities and projects to ensure high quality services delivery
Maintain good understanding of the business units in the context of Air Liquide and external market trends/pressures
Analyze and review new service requests to determine impact and make recommendations to the management team
Collaborate effectively with other teams to ensure an integrated approach to HR service delivery
Communicate effectively with internal and external stakeholders (customers, vendors, etc)
Key Performance Indicator Management :
Manage key performance indicators, proposes and follows-up on relevant action plans
Propose and follow-up on improvement/efficiency projects
Ensure quality and compliance practices are understood and applied
Customer Satisfaction:
Exhibit customer-service mentality and take personal responsibility for resolving customer service problems in a timely manner
Ensure all communications- via phone and email- are answered within the agreed SLA (service level agreement) hours and provide customers with ongoing feedback until issue is resolved and corrective action has occurred
Ensure strong abilities to manage stakeholders at various levels in an appropriate manner with strong maturity
Team Management:
Communicate effectively with internal and external stakeholders (customers, vendors, etc)
Implement strategies to attract and maintain a highly skilled and engaged workforce
Recruit and develop staff
Create a multicultural work environment that facilitates teamwork and open communication
Set performance objectives of direct reports
Provide regular constructive, timely and specific feedback on team and individual level
Assist employees in objective setting, performance appraisal and personal development plans
Motivate staff through specific initiatives (e.g. agreed project work, process improvement initiatives, support to social activities)
Provide backup for other Supervisors when necessary
Prepare training plans for the team with any corrective actions when the performance of the team is not satisfactory
Promote and teach safety
Are you a MATCH?
Bachelor degree in Human Resources management or equivalent Business school degree
English - Fluent (mandatory)
Spanish and/or Portuguese - Professional
Work experience - HR management > 3 years
HR Core Skills:
Support & Administration: Advanced Expertise
Organizational Development & Change: Advanced Expertise
Compensation: Intermediate Expertise
Benefits: Basic Expertise
International Mobility: Basic Expertise
Talent Management: Awareness
Learning Management: Awareness
Talent Acquisition: Awareness
Labor Law & Union Relation: Awareness
Transversal Skills:
Thinking and Partening Strategically: Advanced Expertise
Analyzing and solving problems: Advanced Expertise
Cross-cultural communications: Advanced Expertise
Continuous Improvement: Advanced Expertise
Influencing for Change: Advanced Expertise
Emotional Agility: Advanced Expertise
Project Management: Basic Expertise
Business & Finance Acumen: Basic Expertise
Digital Savvy: Awareness
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Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.