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HR Service Management Lead
3 semanas atrás
Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2022 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC).
We are guided by our five core values, that shape the way we work, every day: Improve Care, Deliver Results, Grow Together, Own It and Do What’s Right. Service Management has responsibility for operationalizing, monitoring, measuring, analyzing and continuously improving the processes and procedures for every aspect of Global HR Shared Services.
This role will partner with the COEs, BPLs and the regional support center leaders to set and maintain Global Shared Services performance.
JOB RESPONSIBILITIES
- Metrics - develops and maintains global support metrics and measures dashboards to monitor performance, adherence to SLAs and identify areas of improvement.
- Knowledge Management - Manages knowledge articles, defines and owns the knowledge audit process, roles and responsibilities. Monitors and ensures all knowledge is accurate and timely by partnering with knowledge owners and authors.
- Manage Stakeholders expectations and behaviors during Transformation and new ways of working. Provide communications and change management to influence managers and employees approach to HR Services.
- Training Management: maintain training content and tracking of GBS Induction and Operational License training.
- Continuous Process Improvement - Uses data from all Service Management activities and partners with CI to identify performance strengths, weaknesses, correlations, and trends that reveal opportunities for improvement in terms of technology, procedures and policies. Through data driven decision-making, identifies opportunities to continually enhance service delivery and align processes to current and future business needs. Partner with Change/Communications to influence adoption of improvements and changes.
- Responsible for making moderate improvements to processes, systems or products to enhance performance of the job area.
- Vendor Management - administrative liaison to vendors that support shared services, (ie Case Management, background checks.)
- Surveys - maintains Support Center surveys to ensure customer satisfaction is high and employee experience is positive. Analyze results of surveys to determine areas of improvement.
- Service Level Agreements - Develop and maintain SLAs for the global support centers.
- Solution Management - Monitors issues/problems that impact service delivery to ensure effective root cause analysis, solutioning and facilitating proper communication amongst service teams
- Capacity Management - Forecasts future demand of services based on past volumes and projected volumes due to business development.
**QUALIFICATION REQUIREMENTS**
- Global support experience
- Undergraduate Degree and Professional Human Resources or HR Support Services experience
- Proficiency in metrics and support SLAs
- Shared Services Service Management experience (preferred)
- Vendor relations experience
- Strong analytical skills, with excellent verbal and written ability
- Proficiency with related software tools including, but not limited to, HRIS Systems, SharePoint,
- Microsoft office, Excel, Ticket Management
- Bound by ethical and professional HR Standards
- Professional HR Certification preferred
LI-CP1
LI-Hybrid
**Beware of scams online or from individuals claiming to represent Convatec**
**Equal opportunities**
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
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