Provide leadership, direction and coordination of operational activities within the team, including driving change and optimize service delivery.

• Building a road map and future state for the operational teams with a focus on driving consistency in process, reducing process gaps and wastage, process re-engineering and improving quality
• Managing team in an effective and efficient manner to meet and deliver support to QBE strategic objectives and delivering benefit to QBE
• Provide feedback on current processes and procedures to create better customer outcomes
• Ensure consistent process enhancement due to process improvement initiatives and standardization
• Contribute to the design and application of HR processes in GSSCEO and across the Group to promote best practices and optimize employee performance
• Actively engage and build strong relationships with the business, in particular divisional HR Heads, Stakeholders and to gain commitment to support successful delivery of global HR Services
• Work closely with Business Operations Manager to drive continuous improvement culture
• Work closely with Shift Leaders to manage operations and deliver requirements
• Provide a positive environment by modeling cultural expectations and guiding team members to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
• Build relationships by managing ad-hoc project requests, gathering key stakeholder needs and sharing information to ensure team acts with a sense of urgency and aligns with expectations
• Responsible for the operation and management of process supported
• Lead the consistent application of HR Policies/ transactions and best practices throughout the work unit by reviewing performance trends, process gaps and identifying opportunities to achieve synergy and ensure effective business model/ operation
• Understand how systems are affected by business process change/transformation programmes
• Effectively handle escalations and be able to liaise with different departments to resolve the issues timely
• Able to identify reportable risks and be able to mitigate it through action plans and preventive measures
• Capable of generating reports, analyze trends/ data that supports day to day operational activities and be able to translate it into positive outcomes
• Serves as the GSSC Subject Matter Expert for the operational matters relating to the Global Process supported within People Services
• Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development
• Provide sufficient guidance and direction to direct reports
• Develop and maintain effective working relationship with the team
• Conduct regular coaching and mentoring sessions
• Motivate and develop the team(s) to ensure the required standards of performance are consistently achieved
• Conducts daily huddles with the Shift Leaders to address issues of the team and customers

Required Education

• Bachelor’s Degree or equivalent combination of education and work experience

Required Experience

• 5 years relevant experience

Preferred Competencies/Skills

• Shared services skills
• Process improvement skills
• Coaching and Mentoring skills
• Strong project management and planning skills
• Strong problem solving and decision making
• People Management skills
• Computer literate with intermediate PC and administration skills
• Excellent written and verbal communication skills
• Outstanding ability to review and interpret data
• A good balance of conceptual and analytical thinking and problem solving skills
• Evidence of the practice of a high level of confidentiality
• Ability to translate policy and process into simple language

Preferred Knowledge

• Deep understanding of HR policies and end to end HR processes/ procedures
• Expert knowledge of risk and internal control concepts and experience in applying them to plan, perform, manage and report on the evaluation of various business processes /areas/functions
• Deep understanding of HR Case management tool and relevant call center systems/tools
• Knowledge/ experience in Workday administration an advantage