People Operations Lead - HRIS

Job Duties 

Okta is looking for a People Operations Lead as we expand our Shared Services team globally. You will be a key member of the Okta People Operations (POPs) team focused on scaling HR Operational Support and delivering an exceptional employee experience. The ideal candidate will be a self-starter with great customer service skills.  You’ll play a critical role in expanding, scaling and delivering HR operational support across Okta’s people partners. As a People Operations Lead, your primary responsibilities will be the management of day to day team operational workflows. Partnering across POPs, you will stay abreast of all Tier 1 level employee touchpoints and interactions while owning the resolution of issues, inquiries, and overseeing day-to-day ticket management. 

Role Responsibilities

• Serve as the primary point of contact for Tier 1 POPs shared services support requests across the People & Places Org at Okta 
• Coach Tier 1 POPs specialists in core job responsibilities through regular review of tickets and quality evaluations 
• Oversee global data management shared services transactions from end-to-end while providing consistent communication with stakeholders, direct reports, and leadership regarding metrics and SLAs 
• Partner within the People functions you support to find solutions within our existing workflows. Follow process/procedures where defined, work with your peers and leader to establish and clarify processes where absent 
• Create internal team standard operating procedures and process documentation
• Work with POPS team to align on scope of new processes to be transitioned to shared services for ownership and track metrics for new processes
• Identify training needs and opportunities for team skill development 
• Identify process improvement and automation opportunities and process gaps
• Act as an employee advocate by providing feedback to internal stakeholders on employee needs and experiences 
• Act as the voice of the team and collect feedback to drive continuous improvement across all HR operations support and team culture.
• Respond to routine employee inquiries and requests through our case management platform, ServiceNow; be a first point of contact for escalated tickets
• Champion the work of the team to ensure efficiency and the highest quality of work in the delivery of all employee lifecycle processes 
• Support employee lifecycle transactions from end-to-end while maintaining a high level of compliance and confidentiality 
• Act as the team’s Quality Auditor to ensure that transactions are processed accurately and in accordance to the established process documentation
• Create complex and simple Workday reports and extract data
• Provide consistent communication to leadership regarding employee inquiry ticket trends, metrics and SLAs 
• Ensure accurate data is entered into Workday and maintain accuracy and integrity of employee data in Workday and other systems through regular audits and data coordination
• Provide support for urgent requests related to Workday transactions, report requests, one-time payment and EIB loads.
• Assist with ad hoc project requests, user acceptance testing (UAT), and special employee initiatives
• Motivating your team through regular process coaching or 1:1’s and identifying training needs by setting clearly defined objectives

Minimum Required Knowledge, Skills, and Abilities:

• 2 years of experience as a operations lead or subject matter expert of an HR Operations teams, ideally in a fast paced, growing tech company 
• Prior experience working with HR Operations processes, including Workday Data Transactions, Workday Reporting, EIB Load and System Integration and additional processes across all people partners such as Global Mobility, Compliance, People Business Partners, Benefits, Workplace, Learning & Development and more! 
• Experience in creating complex Workday reports and data analysis
• Proficiency in data analysis and quality audit process
• Knowledgeable in all aspects of the quality system including corrective action, preventive action, document management, internal audits, and the improvement process.
• Team player, with strong leadership skills, who can operate effectively within a matrix management environment; mentor and develop team members to be accountable for performance metrics and SLAs
• Excellent communications skills
• Self-motivated and autonomous but unafraid to ask questions and get creative with your solutions and communicate feedback to partners for process efficiency 
• You understand the importance of customer experience and are highly responsive to all inquiries, as well as understanding the sensitivity of confidential (PII) information
• You thrive in a fast-paced environment but are able to stay organized without missing a small detail
• You know how to prioritize your time and can handle multiple projects at once
• You enjoy learning new tools and systems and pick them up quickly (we use O365, Box, Greenhouse, DocuSign, Workday, ServiceNow and many more)
• You prefer over-communicating to regular-communicating and use it as a vehicle to build relationships

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