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For your reference, we have included the original job posting below.
Customer Service Resource Manager
Job Number:
43370942
Company Name:
Hewitt Associates
Job Location:
Orlando, FL US
Job Category:
Management & Business
Customer Service Resource Manager
Title: Customer Service Resource Manager Location: Florida-Orlando Aon Hewitt is the global leader in human capital consulting and outsourcing solutions. The company partners with organizations to solve their most complex benefits, talent and related financial challenges, and improve business performance. Aon Hewitt designs, implements, communicates and administers a wide range of human capital, retirement, investment management, health care, compensation and talent management strategies. With more than 29,000 professionals in 90 countries, Aon Hewitt makes the world a better place to work for clients and their employees. For more information on Aon Hewitt, please .
Resource Manager
The Customer Service Resource Manager(RM) will have organizational perspective, broad business understanding and ability to provide strategic solutions for the Customer Service teams. The RM is responsible for working with senior leaders to analyze, plan and recommend internal staffing and workforce strategy. The strategies they drive will ensure the business unit delivers client services and supports business growth by planning and fulfilling the number and type of resources needed. They will use organizational perspective and broad business understanding to provide advice and counsel regarding headcount budgeting, recruitment and training needs, internal staff movement, and staffing alternatives. They will actively participate in appropriate leadership forums to understand talent supply and demand and evaluate the impact of business decisions and strategies on our talent. The RM will have exposure to a broad range of roles and practices within Benefits division at Aon Hewitt.
Primary Responsibilities include: * Workforce Planning: Partner with Industrial Engineering resources to proactively forecast resource needs, including number of resources and types and talent required by month over a 12 month period. Oversee accuracy in headcount tracking and analysis to support business leader in minimizing headcount budget variance. Perform analysis and consult on capacity utilization, attrition, and experience. * Talent Management/Succession Planning: Maintain and monitor local talent inventory and planning information. Work with business leaders to identify candidates, gaps in bench strength, collaboration of talent and talent mix needs. Facilitate staffing strategy addressing critical talent gaps or risks. * Staffing Operations and Coordination: Work closely with the business leaders to coordinate, facilitate, and execute the placement and movement of internal staff to fill needs for projects and plan for anticipated needs. Expedite the fulfillment of resource needs by using reporting of associate skills and preferences to make recommendations for internal candidate fulfillment. Facilitate the communication process of short and long term needs. * Learning & Development and Recruiting Liaison: Consult with Recruiting on understanding staffing needs, requirements, and timing of hires. Communicate external candidate needs to Recruiting. Work with learning to facilitate timing of courses for new hires and overall associate development needs. Preferred Experience: * Experience in HR Outsourcing and/or technology projects/implementations * General understanding of forecasting and modeling techniques * Background in developing partnerships with business leaders. * Understanding of consultant/client relationships. * Customer Service Workforce Operations Experience
All positions require an applicant who has accepted an offer to undergo a background check. The checks run are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Aon Hewitt, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Aon Hewitt's employment policies. You will be notified during the hiring process which checks are required by the position.
Aon Hewitt is an Equal Opportunity Employer Committed to Diversity, M/F/D/V
