HR Service Management Lead
2 meses atrás
At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as an HR Service Management Lead you’ll do the same.
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.
Stakeholders Management – manage 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.
Improvements - Responsible for making moderate improvements to processes, systems or products to enhance performance of the job area.
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.
About you:
Experience in Service Now.
Strong analytical skills, with excellent verbal and written ability
Microsoft office, Power point and Excel (advanced skills)
Proficiency in metrics and SLAs
Knowledge management strategy experience
Proficiency with related software tools including, but not limited to, HRIS Systems (Workday), SharePoint, and others.
Global support experience
Shared Services Service Management experience (preferred)
Undergraduate Degree and Professional Human Resources or HR Support Services experience
Bound by ethical and professional HR Standards
Working conditions - Hybrid work
Our transformation will change your career. For good. You’ll be pushed to think bigger and aim for excellence. Your ideas will be heard, and you’ll be supported to bring them to life. There’ll be challenges. But, stretch yourself and embrace the opportunities, and you could make your biggest impact yet. This is stepping outside of your comfort zone. This is work that’ll move you.
#LI-SC1
#LI-Hybrid
Beware of scams online or from individuals claiming to represent Convatec
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at .
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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