Specialist Service Delivery Workforce Effectiveness & Culture

Role Purpose

Provide Partner the HR product teams in the delivery of a wide range of routine administrative office management project management and complex operational responsibilities. These include but are not limited to:

• Financial Office and Team Administration
• Product Specific Project Coordination and administration including e.g. product delivery documentation from scoping to execution
• Procurement and Vendor Management
• Team Communications

Customer (cross functional (predominantly internal depending on functional area) query management and resolution.

Key Responsibilities

• Workforce journey design (in the tiered service delivery context e.g. Service Now Journey Design e.g. operationalising new policies implementing new services etc.)
• Detailed processes design and documentation to bring the workforce journeys to life

Delivery Management

• Work as a member of delivery & execution team/s to deliver priority service design and commercialisation
• Provide service delivery subject matter expertise for various transformation and book of work initiatives
• Work collaboratively within and across execution teams to define and advise on service delivery requirements
• Provide service delivery reporting and insights aligned to various governance processes and practices
• Align to and actively participate in agile working practices within the delivery execution teams youre assigned to (e.g. retros pi planning etc.)
• Support the design and implementation of change & communications related to service delivery initiatives youre involved in (change management for the product and service is the responsibility of the PO however Service delivery specialists ensure effective delivery of products and services in their domains of expertise e.g. new tools for Tier 1 reps etc.)
• Deliver on time on quality and on budget always

People Management

• Build capability Coach & mentor service delivery managers and their teams on new service delivery requirements
• Conduct peer reviews testing problem solving within and across the broader team.

Experience and Qualifications

• Relevant degree (or equivalent) in Human Resources Management Customer Experience Psychology Operations and or Service Delivery
• 5-8 Years experience in service design and delivery (cross tier)
• Proven track record in service delivery service optimization service performance and service migration in the HR Domain
• Proven track record in advisory solutioning for HR products and services across Tier 0 and 2
• Prove track record in product / service innovation digital transformation of products and services (even if at contributor vs. leader level)

Technical Competencies

• Service Delivery (direct servicing) across Tier 0 1
• Service Enablement and Management (cross channel service mobilization omni channel delivery (e.g. chat other) service migration)
• Service Design (cross channel service design automation RPA process design and re-engineering process technologies integration data enablement Continuous improvement (e.g. six sigma lean)
• Service performance management and operations
• Deep HR Domain Expertise (cross value chain) with deeper expertise in the product / service being supported e.g. JA OD SWP
• HR Technology and Technology Stack expertise (integration cross stack exposure and expertise beyond ERPs)
• Case Management
• Delivery Management (e.g. agile)
• Workforce & Customer Experience including Journey Design
• Customer Service Customer Relationship Management and Stakeholder engagement
• Strong commercial and business acumen that enables effective workforce experience led service delivery and service transformation
• Change Management and strong commercial and experience led communication

Behavioural Competencies