Job Description Summary

Job Description

Essential Responsibilities

• Lead the Service Excellence strategy across the region, including the service philosophy and a consistent service management approach.
• Drive continued migration of activity from Tier 1 to Tier 0, enabling deeper penetration of self-service capabilities, and working closely the Global Service Excellence Strategy Leader and our third-party providers
• Manage the regional relationship with our third-party HR Operations provider.
• Define key controls (from existing metrics or develop new ones if required) in close partnership with the Operational leaders and support them as required with education around metrics so they can monitor them effectively and include critical ones into their regular tier huddles
• Drive the strategy for a metrics-focused organization, ensuring validity of metrics & ability to measure key processes & performance through regular dialogue with the Operational leadership team around tier huddles’ effectiveness
• Partner with the Regional Delivery teams by sharing recommended actions to improve employee experience and customer value
• Support Operational leadership team with education and standard methodology around root cause analysis, escalations, process improvement opportunities in close collaboration with LEAN leaders
•  Coach Operational leadership team around monthly metrics reviews (aiming for “zero prep” through constant effective huddles and full utilization of online dashboards) Partner with audit & compliance stakeholders as well as the Compliance Champion for the region to deliver on audit findings & support the compliance strategy for HR Ops & P&B.
• In close partnership with the Channel Strategy team, and working with the Regional Delivery teams, continue to develop and grow self-service capabilities and culture
• Drive sustainable wing-to-wing process simplification and standardization initiatives involving multiple stakeholders, including Lean Leaders, business partners, internal parties, outsourcing partners and customers to yield measurable business impact.
• Ensure adherence to and use of policy, processes and standards, and other key reference materials in the planning and implementation of projects and initiatives
• Develop control metrics & Key Performance Indicators (KPI) to reflect customer requirements and assess process efficiency and compliance.
• Play a lead role in the development of knowledge and best practice sharing across People Operations
• Own the CSAT strategy regionally, and drive action planning with the People Operations senior leadership team globally to develop a direct, positive impact on customer satisfaction.
• Develop the regional aspects of the employee portal and contact model strategy in line with People Operations global channel strategy.

Minimum Requirements

• Bachelor’s degree from an accredited university or college in related area
• More than 5 years of experience in HR Operations
• Fluency in English
• Effective interpersonal skills; proven ability to develop and maintain team and client relationships, both in immediate and remote contexts
• Significant HR Ops process management experience in an operational environment in minimum one of the HR Ops processes
• Understanding of Workday and how it will change the current processes through strong participation in readiness efforts
• Strong analytical and problem-solving skills; ability to assess situations make judgments based on practice or previous experience
• Experienced in establishing and managing metrics, controls and KPIs
• Experienced in successfully delivering projects in a complex matrix environment
• Comprehensive understanding of and ability to assimilate regulatory and compliance requirements into an ongoing product and operational framework.
• Capability of managing a multi-layered stakeholder landscape
• Strong change management skills
• Strategic thinking / business acumen, including ability to conceptualize new initiatives
• Strong presentation skills and facilitation experience, needed to effectively deliver a variety of HR-related training programs to groups of managers/colleagues
• Developed (oral and written) communication and diplomacy skill set with the ability to influence others by presenting sound and logical arguments tailored to the audience
• Willingness to interact with other peers across the region

Desired Characteristics

• Experience with Service Excellence programs and metrics
• Understanding of industry trends around channel strategy and service excellence in HR
• Masters’ degree, MBA or other advanced degree.
• Experience leading with LEAN management principles.
• Ability to speak multiple languages.
• Cultural awareness and sensitivity: ability to flex style to suit differing cultural norms and experience of leading a culturally diverse team.
• Demonstrated ability to work in a demanding, high performance work environment and team- oriented culture
• Ability to energize and lead in complex, matrix, goal-driven organizations
• Experience in leading customer service teams (call center, live chat)
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel)

Additional Information

Relocation Assistance Provided: No