Talent Acquisition Systems Support Lead

Korn Ferry is seeking a Talent Acquisition Systems Support Lead who reports to the Senior Director, Global Support. In this role you will contribute to Korn Ferry’s growth and profitability goals by delivering best-in-class support services to our clients and colleagues. TA Systems Support Lead is responsible for the day-to-day operational aspects of the team’s deliverables. A key objective of the role is to ensure high quality service delivery and customer satisfaction is consistently maintained and achieved.

The TA Systems Support Lead Support Will

• Need a background in providing support, an attitude that fosters customer satisfaction, a "can do" frame of mind, and respond well to all manner of potentially difficult situations.
• Work within the Global Support group as a player coach and will also provide telephone-based, email-based and web-based functional and technical support for customers, prospects, partners, internal colleagues and other professionals seeking assistance in the use of Korn Ferry products and other 3rd party technology.
• Deal well with people under all types of situations, remembering that the goal is to "solve the problem," while maintaining a positive perspective.
• Act as a resource of product knowledge and works with others, including support analysts and consultants, technology specialists, quality assurance, and development teams to respond to problems and resolve those problems.

Key Responsibilities

• Develop and deliver client and management reporting
• Conduct effective performance evaluations and help execute career development plans
• Identify and document product issues, enhancements, and requests in the appropriate tracking system
• Create and/or facilitate training on technology and process
• Manage day-to-day client interaction
• Define and communicate individual and team metrics, team scorecards, etc.
• Write technical or functional information and contribute to the Web delivered FAQ knowledge base
• Other duties as required by management
• Facilitate regular meetings with internal and external stakeholders
• Escalate and resolve issues in a timely fashion while effectively communicating with all relevant stakeholders
• Participate in the hiring, training, and retaining of other team members
• Proactively identify opportunities for improvement and make constructive suggestions for change, including proposed change management steps
• Delivering of post go live stabilization and on-going support strategy and plans

Skills & Experience

• High School Diploma Required
• Must have excellent written and oral communication skills in English
• Excellent customer relationship skills
• Excellent planning and organizing skills; able to “juggle” responsibilities effectively in a high volume, fast-paced service environment
• Ability to analyze fairly complex data and develop sound recommendations and solutions
• Familiarity with Human Resource functions
• Ability to communicate clearly, concisely and persuasively with client and at all levels and across diverse cultures
• Computer proficiency, specifically MS Office Suite and ideally a range of Applicant Tracking Systems and other recruitment technologies
• Familiarity with SLA’s/SOW as it relates to our business
• Experience using a customer case tracking system highly desired
• At least 3 years of experience as a people manager in a corporate setting
• Understands Change Management techniques and has the ability to identify risks and risk mitigation strategies
• 5 years of relevant experience

So why not learn more about everything we have to offer? World-famous clients, innovative services, talented colleagues, continuing growth… you’ll find all this and more at Korn Ferry.