The Group HR Service Excellence team is formed to ensure the delivery of good employee experience and high-quality people operation services. This team monitors the performance of the operations, SLA tracking and develop continuous improvement initiatives to boost operational efficiency and experiences.

This is a newly formed role in the function and to start, the Group HR Service Excellence Lead will be involved in the HCM Cloud Implementation Program, responsible for leading the design of the Service Delivery Model and Catalogue enhancement and Case Management Tool implementation.

Program Delivery

• Play the role of the Service Management Lead in the HCM Cloud Program and collaborate with the program team and vendor to:
• Enhance the Service Management Framework, including the management of new services, service escalation, etc.
• Design and update the Service Level Agreement (SLA) principles including service catalogue updates, etc.
• Develop service management processes and procedures e.g., ticketing process, SLA start-stop, escalation flow, case workload allocation, etc.
• Design the service performance management, reporting, governance, etc.
• Develop the internal customer (Business line managers, employees, etc.) feedback channel, flow, experience, etc.

Service Design and Monitoring

• Ensure efficient and effective HR Services delivery through an eco-system of providers employee on-boarding and off-boarding support, employee inquires, people and organizational data management, etc.
• Oversee the end-to-end service delivery process, ensuring timely and accurate resolution of employee queries.
• Oversee and monitor operational metrics and service level agreements (SLAs) tracking dashboard.
• Ensure vendors adhere to agreed-upon SLAs and deliver high-quality services to support HR operations.
• Continuously assess HR service management and vendor operations processes to identify opportunities for improvement and efficiency for e.g., process enhancements and automation initiatives to drive operational excellence and enhance employee satisfaction, etc.
• Provide insights to identify areas for improvement in vendor efficiency and service excellence across HR function.
• Provide advisory, planning, and implementation support to other HR teams within People Operations in continuous improvement projects to enhance efficiency and excellence in HR service delivery.
• Stay informed about industry best practices and emerging trends in HR service management and make recommendations for continuous improvement.

Stakeholder Management & Collaboration

• Collaborate with other HR functions to ensure operational excellence across all resolution tiers and optimize vendor operations.
• Partner with Digital & Data Enablement team to identify opportunities for process improvement and automation and implement solutions that enhance service delivery.

Team Leadership & Management

• Lead team within Service Excellence, People Operations to deliver operational excellence and optimize vendor operations.

• Experienced and passionate in some of the following areas: HR Service Design and Delivery, HR Shared Services Delivery, Service Excellence, Employee Experience and Digital HR.
• Have a proven track record in HR Shared Services and Performance design, delivery, tracking, improvement, and continuous improvement project, etc.
• Analytical, creative, and resourceful in managing initiatives and work challenges.
• Effective communicator, courage to drive for results and empathy to employees.
• Ability to work effectively with multiple and diverse stakeholders and vendors.
• Experience in using HRIS, Workday or equivalent, or another HR Service Management tool is a plus.