Human Capital Delivery Operations Manager

Human Capital Delivery Operations Manager

Escalations Management

• Be the point of contact and have oversight over escalations management and reporting, working closely with Tower Leads and relevant internal and external stakeholders (CoEs, OpCos, other GS functions) to develop corrective and preventive action plans and monitor these to ensure closure
• Coordinate with HC Delivery transformation and CI teams as needed if transformative or continuous improvement initiatives are needed to correct / prevent issues identified in the escalations

Customer Experience

• Be the point of contact for GS Service Management on Voice of Customer Surveys, have oversight over VOC action plans, working closely with HC Delivery Tower leads to develop action plans, coordinating with relevant internal and external stakeholders as required to monitor action plans for closure
• Work closely with HC Delivery Tower Leads to develop and roll-out customer satisfaction surveys (specific to Tower as VOC is high-level) and capture and report C-Sat data, integrating C-Sat data into management reports and offer data insights to support transformation / CI initiatives
• Coordinate with HC Delivery transformation and CI teams to ensure action plans dovetail with transformation and CI initiatives and programmes (where this is needed)

• Transition Management

• Work closely with Head, HC Delivery and Tower Leads on new service transitions from OpCos to HC Delivery, having oversight over Service Design, SLAs and transition planning. This includes documenting scope of work, work-splits, working with relevant stakeholders to document processes (as-is, to-be) and develop SLAs for sign-off.
• Project manage and have oversight over transition planning and implementation activities, monitoring progress and reporting status

Functional Competencies:

• Strong data analysis and data visualization skills
• Strong planning skills
• Strong coordination, stakeholder management skills
• Strong writing and communications skills
• Strong problem-solving skills
• Proficient in Excel, Power BI

Minimum experience

10 years’ experience in HR shared services operations / service management capacity (at managerial level)