Solution Owner II

At McCormick, we bring our passion for flavor to work each day. We encourage growth, respect everyone's contributions and do what's right for our business, our people, our communities and our planet. Join us on our quest to make every meal and moment better.

Founded in Baltimore, MD in 1889 in a room and a cellar by 25-year-old Willoughby McCormick with three employees, McCormick is a global leader in flavour. With over 14,000 employees around the world and more than $6 Billion in annual sales, the Company manufactures, markets, and distributes spices, seasoning mixes, condiments and other flavourful products to the entire food industry, retail outlets, food manufactures, food service businesses and consumers.

While our global headquarters are in the Baltimore, Maryland, USA area, McCormick operates and serves customers from nearly 60 locations in 25 countries and 170 markets in Asia-Pacific, China, Europe, Middle East and Africa, and the Americas, including North, South and Central America

Position Overview/Primary Purpose

The Solution Owner II is responsible for managing and optimizing global processes to ensure the operational excellence of HR service delivery and the successful implementation and stabilization of a follow-the-sun model for global Solution Center. This includes driving continuous improvements, maintaining comprehensive documentation, and delivering training to enable seamless adaptation and efficiency within the global Solution Center team, located across multiple countries.

The role involves conducting quality audits, analyzing customer satisfaction, monitoring performance trends, and ensuring compliance through SOX control audits. As an operational expert, the Solution Owner II provides support for complex global cases, manages process-related escalations independently, and acts as a subject matter expert (SME) for process-related projects led by other functions. Additionally, the role oversees user acceptance testing (UAT) coordination for in-scope countries.

The Solution Owner II collaborates closely with H2R peers, HR Tools Admin, and COE representatives to ensure the successful implementation of global initiatives.

Shift Timings: 01:00 PM - 09:30 PM IST

Key Responsibilities

Description

1. Process Design, Continuous Improvement, Documentation & Training.

1. Aligns regional processes, streamlines to global, and drives ongoing enhancements, identifies and implements opportunities for continuous improvement to achieve operational excellence.
2. Develops and maintains detailed documentation for the global processes in scope.
3. Delivers comprehensive training sessions on processes and systems to the Specialists, ensuring seamless adaptation and operational efficiency of global team. Onboarding and orienting new team members.
4. Leads projects with high complexity.
5. Leads the design and process optimization during organizational changes and new scope, location or country transitions.
6. Works closely with H2R peers, COE representatives and other functions to understand broader scope of processes delivered and exchange knowledge.

2. KPI Reporting & Auditing

1. Conducts quality audits to ensure adherence to standards and best practices.
2. Analyzes customer satisfaction data and develops strategies for improvement.
3. Analyzes operating data and statistics to identify key trends in work volumes and execution times. Highlights high-volume queries or issues to the manager.
4. Oversees and maintains regular SOX control audits for applicable processes, ensuring compliance with regulatory requirements and company policies.
5. Acts as a backup for key performance indicators (KPIs) reporting preparation from AskHR.

3. Operational Support

1. Provides operational support for complex, global and non-standard cases. Collaborates close with other functions on complex technology related issues.
2. Acts as a backup for the global standard processes within the scope of responsibility to ensure business continuity.
3. Manages complex escalations related to global processes, collaborating with the manager to resolve issues effectively.
4. Acts as a subject matter expert (SME) for projects involving process changes, driven by other departments. Proactively identifies and addresses potential challenges. Provides expert guidance and insights to support project success.

4. Support and Coordination of UAT Testing

1. Coordinates user acceptance testing (UAT) for countries within scope, based on scenarios provided by the testing owner.
2. Collaborates with other functions for countries out of scope to ensure testing success.

Required Qualifications

Level of Education and Discipline

• Bachelor’s degree, preferred in Human Resources, Business Administration or a related field.

Experience - functional/industry/commercial knowledge, business acumen

• 5+ years of experience in process management, HR Operations, Customer Service or a similar role in a global or multinational environment.
• Proven track record in managing and optimizing global processes, conducting audits, and implementing continuous improvement initiatives.

Interpersonal Skills - leadership, interactions, communication, influence

• Strong communication and presentation skills, with the ability to convey complex information clearly to diverse audiences.
• Strong mentoring skills to guide and train team members.
• Proven ability to collaborate effectively with cross-functional teams and global environment.
• Proven ability to manage escalations and resolve conflicts effectively.

Other Skills

• Fluent English (at least C1)
• Proficiency in process documentation, auditing, and regulatory compliance.
• Expertise in process improvement methodologies. Knowledge of process optimization and standardization best practices.
• Technical proficiency in systems and tools, with the ability to train others on their use.
• Advanced analytical skills to interpret data, identify trends, and develop actionable insights.
• Strong organizational and project management skills, with the ability to prioritize tasks and meet deadlines.
• High adaptability to organizational changes and managing new process implementations.

Preferred Qualifications

Level of Education and Discipline

• Equivalent experience combined with relevant certifications may be considered in lieu of a formal degree.

Certification and/or Licenses

• Relevant certifications in Process Management, Project Management (e.g. Six Sigma, Agile) or documented experience in processes design and improvement will be an asset.

Experience - functional/industry/commercial knowledge, business acumen

• Experience with User Acceptance Testing (UAT) coordination and working with cross-functional teams.
• Prior exposure to HR service delivery in a Shared Services.

Other Skills and HPO Competencies

• Technical proficiency in HR systems and tools.
• Familiarity with Robotic Process Automation (RPA) tools like UI Path and other automation technologies will be an asset.
• Experience with data analysis tools (e.g., Power BI, Tableau) will be an asset.
• Other than EN languages will be an asset.

At McCormick, we have over a 100-year legacy based on our “Power of People” principle. This principle fosters an unusually dedicated workforce requiring a culture of respect, recognition, inclusion and collaboration based on the highest ethical value