EA – the computer game company – announced the setting up of a support centre for Bioware in Galway
Job Title: Senior HR Manager – Bioware
Location: Ireland – Galway
Description: BioWare, a division of Electronic Arts (EA), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world’s best-selling titles including the award-winning Baldur’s Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic. BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.
The HR Manager is responsible for the day to day HR operations of a hundred+ seat contact centre environment. This responsibility includes legal, on-boarding, disciplinary, support, and benefits impacts of managing an extremely dynamic and changing employee base. The role reports to the Senior Director of HR Europe and is aligned in close partnership with the Director Customer Service and his/her leadership team. In addition to managing the day to day operations of HR, this individual will be involved in the upcoming build-out of the enterprise from ground zero to launch of the support product facility and staff. The HR manager works closely with various Senior Management on-site and off to plan and implement an integrated Human Resources strategy to support the volatile growth and performance of the local operation. The HR Manager is the most senior HR personnel on staff and is will direct the HR recruiter and any supporting admin staff.
Key Responsibilities
• Own the HR policies and procedures plan for this location under the guidance of the Director of Customer Services and the Sr. Director, HR Europe. These HR policies and procedures will ensure the highest quality of service to our employees and customers while maintaining consistency with corporate objectives.
• Ensure compliance and adaptation of relevant Irish and EU Legislation. Ensuring management education and understanding of same.
• Advice and champion the design and implementation of effective employee retention policies, including succession planning, leadership development, and improvement programs.
• Provide weekly/monthly Management Information, e.g. staff numbers, labour turnover, recruitment costs, absence management, etc.
• Provide leadership to maximize human potential using best practices in selection, hiring, training, goal setting, performance management, coaching, feedback, reward and recognition processes from the tools perspective.
• Collaborate with Senior Management on establishing employee retention strategies and continually monitor/modify strategies needed to meet retention goals for all channels.
• Establishes operating budgets and manage expenses within their scope of responsibility.
• Guide and advise staff on Grievance and Disciplinary issues whilst ensuring a fair hearing to all parties.
• Personnel representative for grievance and disciplinary hearings.
• Manage the HR recruitment administrator’s activities, including sourcing and managing effective external talent development suppliers, materials and resources as requested by the Director of Customer Services.
• Working with the recruiter, the position will be responsible for ensuring that the company can attract, retain, engage and develop high-quality employees to contribute towards the company’s goals.
• Manage the implementation of effective reward systems such as salary planning, benefit, bonus and recognition programmes.
• Coordinate with the internal Workforce Management team to ensure SLA’s and staffing targets are met.
• Coordinate the design and delivery of a range of training and development solutions in conjunction with site Training Manager to address identified training needs to improve the capability of employees.
• Identify, develop, implement, and evaluate talent development programmes: Leadership development, high potential talent development and employee development programmes, including educational assistance in compliance with corporate HR programmes.
• Liaison with HR representation from EA HR to ensure compliance and equality across business units.
• Deliver and drive operational ownership of the Corporate Performance Management System.
• Establishes operating budgets and manage expenses within his scope of responsibility.
• Drives continuous improvement culture of ownership, empowerment, and accountability.
• Owner of site payroll process for all employees.
• Perform any other duties as assigned by the Customer Service Director.
Qualifications
• Degree, Masters, or equivalent qualification experience in a HR-related discipline is a requirement.
• Minimum 5+ years experience in an IE HR-related role, supporting a dynamic, high volume contact centre.
• Must have a sound understanding of contemporary IE and EU human resources development policy, practices, and research based evidence.
• Previous experience with the gaming industry is desirable, with experience in a high volume contact centre preferred.
• Integrity, honesty, humility, and confidentiality traits required.
• Metrics-driven and accountable for results.
• Facilitation, mediation, and negotiation skills required.
• Excellent oral and written communication skills and strong stand-up presentation and training skills.
• Customer focused with solid relationship management skills with an ability to influence others.
• Attention to detail and ability to manage multiple tasks
• Proven success in managing cross-functional and multidisciplinary teams.
• Proven success in organizational planning and implementation.
• Ability to travel, including International.
• Ability to relocate as necessary.
• CIPD Membership preferred.
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