Job Information
Sutherland Global Services Director - Talent Acquisition (Technology) in Rochester, New York
Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design- thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.
We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market, and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients’ success. We think that is simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 11 years. Forty percent of our revenues come from Fortune-50, and 56 percent from Fortune-500 clients.
Though we have a rich history, our sights are anchored deeply in the future. We are optimistic about the benefits industry and society will see as human–machine collaboration continues to enhance what people can do. Our offerings deliver on this whether they are Sutherland Anywhere, enabling a secure remote work environment or Sutherland Connect, delivering data- rich, omni-channel services. Our deep product and platform expertise is trained on solving human problems before they emerge, and on how we wrap services around them - hiring, training, performance, security and more - to solve problems for our clients from end to end. We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics.
Our digital backbone spans 144 countries around the world, with 61 delivery centers across 19 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.
The Director - Talent Acquisition Technology is a strategic role at Sutherland, reporting directly to the VP of Global HR Innovation. This position requires close collaboration with the global human resources leadership team and all functional leaders, and the ideal candidate must be adept at understanding business processes and leading digital solutions change management and adoption to drive business growth.
They key focus will be on managing and supporting all Talent Acquisition technology solutions, including the applicant tracking system and all other platforms including candidate testing, screening and talent management/development tools among others . The objective is to ensure we have the appropriate technology in place to drive smart and efficient recruiting operations across all markets and verticals, delivering an exceptional candidate experience. This role will be a key advisor and provide strategic direction to TA, HR and business leadership on TA technology, ensuring as well that all applications are to maximize their utilization and generate a significant return on investment by driving efficiency, effectiveness, and strategic advantage.
Change management is a crucial part of this role , which includes leading and managing organizational change to ensure the effective adoption of new systems and technologies. The Director of Talent Acquisition Technology is essential for executing Sutherland’s strategic digitalization roadmap, leading initiatives to ensure alignment with company goals and successful outcomes. This role demands a dynamic leader capable of driving platform utilization improvement, managing initiative portfolios, and fostering a culture of continuous improvement in technology and system adoption.
Key Responsibilities:
Strategic Planning:
Provide strategic thought leadership to translate priorities into actionable plans, ensuring resource capability and capacity.
Lead strategy execution by managing projects and programs aligned with organizational strategies and objectives in talent acquisition to pursue non-linear growth.
Identify new and emerging technologies and have an up-to-date, holistic read on the HR technology landscape.
Program Planning and Execution:
Lead program planning, define objectives and scope, and ensure successful execution across all stakeholders.
Assess program effectiveness, identify areas for improvement, and establish performance management and goal setting for long-term sustainability.
Maintain a performance improvement culture, act as a change agent, and develop teams to thrive on change.
End-User Support Management:
Lead and manage a team of Super Users who address end user tickets and support items.
Lead and manage a team of Auditors who ensure systems and process compliance, including regulatory requirements.
Oversee the ticketing system to ensure timely and effective resolution of end user issues.
Develop and implement processes and standards for end user support to enhance efficiency and user satisfaction.
Partner with COE leaders on larger projects and implementation initiatives to support end user feedback and new features in platforms.
Provide leadership, guidance, and support to the Super User team.
Conduct regular performance reviews and support professional development for team members.
Change Management:
Lead and manage organizational change to ensure digital transformation is effectively adopted.
Develop and implement strategies to drive cultural change and support the transition to new digital processes and tools.
Foster a culture of innovation and continuous improvement, ensuring all team members are engaged and motivated to embrace change.
Understand present state for all related processes, including process mapping processes in place and de facto, and identifying policies that are affected.
Lead discovery sessions with the corresponding function owners, understanding the scope of change and doing root cause analysis to identify gaps and failure points.
Design to-be processes and document appropriately, working with the platforms, technology, and project teams.
Adoption and Integration:
Drive the adoption of agile methodologies and design-thinking principles to ensure iterative development and continuous improvement.
Collaborate with stakeholders to identify digital needs, prioritize initiatives, and ensure seamless integration of digital solutions into existing workflows and Sutherland technology stack.
Identify and define metrics and KPIs that will be influenced by the project roll-out, including reviewing goals currently in place that will be impacted by the business case.
Identify and define metrics that will indicate the success of the implementation, and build the corresponding tracking artifacts.
Driving Technology Utilization:
Maximize the use of digital tools and technologies to drive efficiency and effectiveness.
Leverage emerging technologies such as artificial intelligence, machine learning, and analytics to enhance operational capabilities across the Global People Office organization and beyond.
Implement and refine processes to ensure optimal use of digital tools and technologies, fostering a user-centric approach to technology deployment.
Qualifications:
Extensive experience in managing and implementing HR or TA technology platforms, including managing programs across multiple regions and languages for large organizations.
Preferred focus on: Applicant Tracking Systems (SmartRecruiters, but also ICIMS, SuccessFactors, Taleo and others), candidate testing and assessment platforms, candidate engagement solutions, automated/AI-driven screening, interviewing and matching solutions; among others.
Experience in providing end-user support for HR or TA systems, including managing functional configuration and interacting with technical teams, including designing, testing and developing integrations across core HR platforms.
Experience leading adoption and change management initiatives for digital solutions.
Proven experience in strategic planning, program portfolio execution, and project management.
Strong leadership skills with the ability to engage and challenge senior stakeholders.
Expertise in managing cross-functional teams and complex projects.
Excellent communication skills with the ability to inspire action and drive results.
Deep understanding of HR processes, digital solutions, and automation technologies.
Demonstrated ability to drive cultural change and support the transition to new digital processes and tools.
Proficiency in agile methodologies and design-thinking principles to ensure iterative development and continuous improvement.
Ability to develop metrics and KPIs to measure the success of digital transformation initiatives and ensure continuous monitoring and reporting.
All your information will be kept confidential according to EEO guidelines.
EEOC and Veteran Documentation
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At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
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