**About Us** We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.  Whether you are someone looking for a career change, a professional, an undergraduate student exploring your first opportunity, or recent graduate, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today! We are seeking a highly skilled **HR Transaction Delivery & Service Excellence Supervisor** to support our HR Reporting initiatives! The ideal candidate will be responsible for leading all aspects of the data gathering, analysis, and the creation of reports that help in decision-making and improving service delivery within the GBS center, leading both teams to deliver top-tier customer service. This role involves collecting, analyzing, and managing information from various sources within the organization, identifying gaps in the existing reports, and recommending improvements. This job is based in **Cluj-Napoca, Romania.** We provide a flexible working schedule with the option of **working hybrid.** **In This Role, Your Responsibilities Will Be:** • Supervise the Transaction Delivery and Service Excellence teams, providing leadership and support to ensure high-quality service delivery. • Design contact management and transaction delivery strategy in line with the overall HR strategy. • Monitor and evaluate team performance against service level agreements (SLAs) and critical metrics to meet or exceed targets. • Develop and implement strategies to improve service quality, efficiency, and customer happiness. • Coordinate regular team sessions to discuss performance, share standard methodologies, and address service delivery challenges. • Work together with departments and collaborators to grasp service requirements and align team efforts with organizational goals. • Drive continuous improvement initiatives by identifying enhancement opportunities and implementing process changes. • Design the team budget and supervise financial performance versus budget. • Manage customer feedback mechanisms, ensuring feedback is analyzed and used for service improvements. • Provide coaching and training to team members on service excellence principles. • Manage complex service issues and partner concerns, providing solutions that address both customer needs and organizational goals. • Prepare and present reports on service performance, improvement initiatives, and customer feedback to management and collaborators. • Contribute to the development and revision of service delivery policies and procedures. • Ensure compliance with company standards, policies, and regulatory requirements. • Foster a positive and collaborative work environment that encourages innovation and excellence. • Address and resolve complex inquiries related to reporting, automation, and knowledge articles. • Report performance metrics to higher management. **For This Role You Will Need:** • A bachelor's degree in human resources, business administration, management, or a related field. • A minimum of 4 years of experience in a service delivery or customer service management role, preferably within a shared services environment. • Proven supervisory or leadership experience with the ability to lead and motivate a team. • Proficient in service excellence principles and practices. • Effective communication and interpersonal skills, skilled at engaging with internal and external partners. • Experience with Workday and ServiceNow platforms and services. • Experience with HR technology (HRIS, case management tools, etc.). • Proficiency in using service management software, CRM systems, and data analysis tools. • Fluency in English. • Proficiency in at least one additional language (French, Italian, Spanish, Romanian, or Czech), both spoken and written. **Preferred Qualifications That Set You Apart:** • Experience with process improvement methodologies and a track record of driving service enhancements. • Analytical skills to assess service performance data and make informed decisions. • Ability to manage multiple priorities and adapt to changing demands in a fast-paced environment. • Commitment to providing exceptional customer service and fostering a customer-centric culture. • Experience in performing quality review and compliance checks on customer interactions and service delivery. • Understanding of HR service principles, metrics, and industry standard methodologies. • Technical Skills and Knowledge:  Experience with timekeeping systems.  Certifications such as Certified Business Analysis Professional (CBAP), Certified Data Analyst (CDA), or specific certifications in tools like Tableau or Power BI.  Experience with Workday HCM (Human Capital Management) modules, including Core HR, Talent Management, Recruiting, and Payroll.  Knowledge of Workday integration tools and techniques, including EIB (Enterprise Interface Builder).  Experience with ServiceNow modules, particularly in HR Service Delivery, Incident Management, and Knowledge Management.  Skills in managing and analyzing data within ServiceNow, including reporting and dashboard creation.  Proficiency in analyzing HR metrics and data to contribute to decision-making.  Statistical analysis and the use of statistical software.  Proficiency with Microsoft Suite.  Familiarity with programming languages such as Workday Studio.  Experience with configuring ServiceNow HR Service Delivery to manage payroll inquiries and service requests.  Skills in managing and analyzing payroll data within ServiceNow, including reporting on service requests and payroll discrepancies.  Understanding of basic accounting principles and practices as they relate to payroll, such as general ledger entries and reconciliations. **Our Commitment to Our People** Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally. Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans, including parental leav, vacation and holiday leave. Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team! **Our Commitment to Diversity, Equity & Inclusion** At Copeland, we believe having a diverse, equitable and inclusive environment is critical to our success. We are committed to creating a culture where every employee feels welcomed, heard, respected, and valued for their experiences, ideas, perspectives and expertise. Ultimately, our diverse and inclusive culture is the key to driving industry-leading innovation, better serving our customers and making a positive impact in the communities where we live.  **Equal Opportunity Employer** Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information or disability. We are committed to providing a workplace free of any discrimination or harassment. **Work Authorization** Copeland will only employ those who are legally authorized to work in the Country in which they apply. This is not a position for which sponsorship or work authorization will be provided. **No calls or agency requests please.** With $5B of global revenue, Copeland is a leading provider of compression products, electronics, software, and solutions across many applications within Heating, Ventilation, Air Conditioning, and Refrigeration (HVACR), where macro and regulatory trends towards environmental sustainability, leads to changes in HVACR technology. Other products include other heating applications, food service and retail, transportation, and healthcare/life sciences. This new business also has a solution portfolio that manages, monitors, and controls refrigeration units in the commercial setting, as well as software solutions that measure and monitor temperature conditions of refrigerated goods in transit, where there is a greater emphasis on energy management/sustainability solutions globally.