Job Description

The Opportunity: Reporting to the Supervisor Service Excellence the team leading is responsible for participating in the implementation and continuous improvement of ServiceNow processes to ensure high-quality service delivery. This role focuses on optimizing workflows, enhancing user experience, and driving operational excellence through effective use of the ServiceNow platform. HR Service Excellence Team lead is responsible for working with global teams through process harmonization and optimization projects with the goal of improving efficiency and effectiveness by streamlining process, leveraging technology to reduce manual effort, and enhancing the employee experience. This role is responsible for the execution of process optimization efforts within HR Shared Services organization. The role will work closely with subject matter experts, HR technology teams, and key stakeholders to deliver successful outcomes that will transform the HR Shared Services experience. Lead the service excellence teams; monitor the progress of current and pending projects. Champion the implementation and ongoing management of HR service quality frameworks, ensuring high standards are met for all new HR systems and HR Shared Service Center operations Stakeholder Management

• Works with stakeholders to identify opportunities for improvement by using analytics to support recommendations.
• Conduct regular analysis and reporting on HR service performance metrics, leveraging data to drive improvements and ensure alignment with key performance indicators (KPIs)

Customer Experience

• Drive initiatives to improve the overall customer experience by ensuring that the service center delivers high-quality, consistent, and timely service.
• Gather and analyze customer feedback, identify trends, and implement improvements to address customer pain points.
• Ensure that service teams are equipped with the tools and resources needed to provide exceptional customer service.

HR Process Excellence Current State Analysis

• Works with cross-functional teams in current state process analysis by conducting stakeholder interviews, process mapping exercises, and data analysis activities to identify inefficiencies and opportunities for improvement.
• Identifies and implements lean re-engineering interventions to streamline processes, eliminate redundancies, and improve overall effectiveness and efficiency.
• Defines technical requirements in partnership with technical teams to implement technology and tools to reduce manual effort.
• Work collaboratively with various teams to seamlessly integrate quality service measures into new HR systems and processes
• Oversee the establishment and adherence to service level agreements (SLAs), setting clear expectations for service delivery and maintaining accountability
• Promote a culture of excellence and customer focus, leading by example and encouraging the HR team to prioritize end-user satisfaction
• Lead a team dedicated to providing top-notch customer service, continually refining processes, and delivering the highest level of support to employees and stakeholders
• Identify and implement technological enhancements that elevate the efficiency and effectiveness of HR service delivery, optimizing the user experience

Continuous Improvement and Sustainment

• Creates process documentation, including standard operating procedures to ensure post implementation success.
• Establishes quality standards and aligns on key performance indicators to ensure sustained success of process excellence interventions.
• Monitors key performance indicators to ensure post implementation success.
• Performs root cause analysis to identify issues and implements corrective actions to resolve.
• Leads ongoing operational process optimization and harmonization efforts in partnership with other HR Shared Services team members.

Required Qualifications

• Bachelor?s degree in human resources, Business Administration.
• Minimum 3 years of experience within Human Resources project management with a focus on process excellence and employee experience.
• Expertise in HCM and service management platforms, software, and applications, with a strong emphasis on leveraging technology for service excellence.
• Proven track record of facilitating complex data-gathering, reporting, and analysis to measure service quality and identify areas for enhancement in HR service delivery.
• Exceptional ability to influence without authority and a proven track record of successful project execution, leading peers, partners, and leaders through transformational projects.
• Strategic thinking and the ability to independently set objectives, prioritize multiple deliverables, and translate strategy to execution to drive operational excellence.
• Strong analytical and problem-solving skills with the ability to analyze complex issues, identify root causes, and develop data driven solutions.
• Proven track record of successfully leading HR process improvement projects from conception to implementation

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer. Why Avantor? Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science. The work we do changes people