Plays a key role in enabling the HR Operating Model providing strategic oversight and a framework for changes to methods.
Focuses on process and technology enablement to deliver HR processes at the lowest tier level possible, with the responsibility to increase delivery through self-service and self-reliance (Tier 0).
Leads the review of new and existing HR administrative processes to identify opportunities to globalize, optimize, standardize and harmonize using Lean methodologies.
Implements and drives forward an Operational Excellence Operating System within HR Operations. Develops strategies for change management to remove barriers to goal achievement.
Has functional responsibility for the ongoing development of the employee portal, AskSyndi, and the supporting ESM (Employee Service Management) tool.
Responsibility for teams focusing on Process Excellence and Technology Enablement
Develops an Operational Excellence Operating System for HR Operations, in partnership with the Regional HR Shared Services Leaders and other HR Operations functional leaders
Partners with PMO to successfully implement Operational Excellence initiatives
Influences HR Operations, at all levels, to achieve and sustain a high-performance, continuous improvement culture throughout the organization
Drives forward a customer-oriented service approach which is reflected in customer satisfaction scores
Ensures compliance, sustainability and control of improvements implemented across all projects
Monitors and drives forward the operational success of HR Operations by implementing a scorecard and creating a metrics driven organization
Creates and owns a Process and Service HR Operations dashboard based on KPIs and SLAs to be used by HR Operations functional leaders as a basis for data-driven discussions and improvements
Drives implementation of Change Management plans
Develops and maintains a comprehensive HR Process Taxonomy that clearly shows ownership and accountability by process
Develops and maintains a comprehensive HR Operations Service Catalogue that will clearly depict the services provided by the organization at any given point in time
Responsible for the maintenance of process documentation tools (Global HR Process Catalogue, Design Workbooks, Regional / Country work instructions, among others)
Owns the Intake Process for any new processes or activities to be added to the HR Operations Service Catalogue, partnering with the requestor to fully scope the requirement and with the relevant HR Operations area to develop the business case and transition plan focused on resource requirement, process documentation and knowledge transfer to ensure a smooth transition
Engages functional managers, Center of Excellence teams, HR Business Partners, Regional HR Partners, HR Shared Services, HCM Solutions and cross functional partners to facilitate working sessions to deliver global process standardization and improvement projects, in accordance with organizational goals and priorities
Responsible for deploying global and regional rollouts for process enhancements
Accountable for ensuring a seamless end-to-end process across HR systems (PeopleSoft, ServiceNow, etc.) for employees, people managers, Centers of Excellence, HR Business and Regional partners and other key stakeholders (e.
g., Payroll, 3rd party providers)
Accountable for the development of process / technology training and communication materials
Drives the creation, implementation, and adoption of a Continuous Improvement framework to be rolled out across HR Operation in the first instance and broader HR at a later stage.
Owns and understands the functional design of ServiceNow to maximize on its system capabilities
Develops and maintains the roadmap, enhancement log and user-stories for future release cycles of ServiceNow
Partners with HCM Solutions on the HCM tools’ (e.g., PeopleSoft) enablement of self-service and self-reliance
Assesses impact of proposed changes on end user adoption, cycle time, headcount and ROI
Partners with IT to deliver ServiceNow releases
Maintains the knowledge repository and drive forward its development and growth in ServiceNow
Provides how customer excellence is delivered to internal and / or external customers
Minimum of a bachelor’s Degree in Human Resources, Business Administration, Management, Human Relations, or related discipline
Experience successfully developing, implementing and improving global processes and tools in support of a global organization.
Experience with Employee Service Management tools (preferably ServiceNow HRSD)
Experience with consulting and advising Advancing initiatives and mandates through consultation with client groups, relationship building, while ensuring alignment to corporate strategies.
Possesses analytical capability identifying and analyzing problems and proposing solutions and recommendations for resolving them
Ability to Apply a continuous improvement framework by continually seeking new ways to enhance performance, improve results and / or transform the business and the industry in which it operates
Preferred Skills :
Previous HR Operations cross-functional exposure
HCM Tools experience (PeopleSoft, Oracle HCM Cloud, Workday preferred)
Relevant Lean Six Sigma Yellow or Green Belt certification preferred
Understanding of Operational Excellence Principles and Lean Methodology
Proven Project Management skills
Must be fluent in spoken & written English
Excellent communication skills
Ability to build strong internal & external relationships at all levels
Ability to work well in a team environment and prioritize work appropriately
Ability to work effectively in an environment of change and manage multiple priorities concurrently through project management, systems knowledge, and effective communication
Strong Qualitative / Quantitative analytical skills
People management experience