Escalation & Continuous Improvement Lead, EMEA

Reporting to the HR Specialized Services Leader, EMEA; we are seeking a highly skilled and experienced HR professional to join our organization as an HR Shared Services Escalation and Integration Lead. In this critical role, you will be responsible for overseeing the escalation process and providing support for system integrations. This roll will partner heavily across the global HR Shared Services team and the HR Technology team to support system integration and bot fallout to ensure seamless and accurate data between HR systems. Your expertise in HR systems and processes, along with problem-solving, process improvement, and stakeholder management will be instrumental in driving effective issue resolution and optimizing service delivery. Responsibilities Lead the escalation process within the HR Shared Services function, acting as the primary point of contact for complex or high-priority employee inquiries or issues. Collaborate with global HR teams, including HR Business Partners, Centers of Excellence, the Technology Team, and other stakeholders, to ensure timely and effective resolution of escalated and system integration matters.

• Troubleshoot and resolve system integration failures, identifying root causes and implementing corrective actions.
• Assist in data-related projects, such as data migration, system upgrades, and implementation of new HRIS or data management tools.
• Analyze and assess escalated cases, identify root causes, and develop solutions to address underlying issues and prevent future escalations.
• Support developing a structured escalation framework, including clear guidelines, communication channels, and escalation paths, to ensure consistent and efficient handling of escalated cases.
• Monitor and track escalated cases, maintaining accurate records and providing regular updates to stakeholders on the status and resolution progress.
• Conduct data integrity auditing to ensure the accuracy, completeness, and consistency of data across integrated systems.
• Develop and maintain data integrity auditing procedures and documentation.
• Collaborate with the HR Shared Services team to identify process gaps and areas for improvement, and drive integration efforts to enhance overall service delivery.
• Take lead in creating and supporting with writing Standard Work and Knowledge Articles for the HRSS EMEA team.
• Identify inefficiencies within the HR Process and Practices continue to recommend and implement improvements.
• Stay updated on HR systems procedures, and industry best practices to provide guidance and ensure compliance in escalated cases.
• Analyze data and metrics related to escalations, identifying trends and opportunities for process improvement, and making recommendations to enhance service quality and prevent future escalations.
• Foster a customer-focused culture within the HR Shared Services team, emphasizing empathy, responsiveness, and a commitment to delivering exceptional employee experiences.
  
  YOU WILL BE SUCCESSFUL IN THIS ROLE IF YOU HAVE:
• Strong knowledge of HR systems, processes, and best practices.
• Demonstrated experience in managing and resolving complex employee inquiries or issues.
• Proven experience in complex issues and system integration resolution across multiple HR systems.
• Excellent problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions.
• Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.
• Strong organizational abilities, with the capability to manage multiple priorities and meet deadlines.
• Strong analytical and decision-making abilities.
• Solid understanding of employment laws, regulations, and data privacy requirements.
• Minimum of 5 years of experience of working in a global HR Shared Services specifically EMEA (EU, Middle East and Africa).
• Experience of working in a team and leading a team (preferable)
• Ability to work towards SLA and KPI driven., Bachelor's degree in human resources, business administration, Computer Science, or a related field.
• 5 years of experience supporting troubleshooting in Core HR systems
• Must be proficient in English; (ability to speak other languages i.e. Italian; Spanish advantageous)
  
  Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions., Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions. We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. At Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference. At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.