SBS Global Employee Services Support Hub Supervisor

The Support Hub Supervisor will lead a team that serves as the first point of contact for employees, driving operational excellence through Service Level Agreement (SLA) compliance, knowledge base and article maintenance, and continuous improvement initiatives.

Requirements

• Build and lead a global team responsible for Tier 0 and Tier 1 case intake, triage, and resolution
• Oversee multi-channel support (portal, chat, phone, email) ensuring SLA compliance, quality standards and exceptional employee experience
• Develop and maintain a robust knowledge base and self-service content to reduce ticket volumes and improve first-contact resolution
• Implement a support model to ensure consistent service delivery across NOAM, EMEAI, and APAC
• Recruit, coach, train and develop service hub team members on end-to-end hire to retire (E2E H2R) processes
• Ensure adherence to data privacy, security standards, and regulatory requirements across all regions supported

Benefits

• Life... with rewards, benefits and the flexibility to enhance your health and well-being
• Career... with opportunities to learn, develop new skills and grow your contribution
• Connection... with an inclusive team and commitment to our own and broader communities