People Service Center Service Delivery Excellence and Transitions Leader

Job Description

Please attach your resume in English

Hybrid: for this position is required to be on site 3x/week

What you will do (responsabilities):

1. Lead AIAssisted Employee Service Delivery

• Define and drive the AIassisted service delivery vision and roadmap for PSC (e.g. AskGM Moveworks ServiceNow Workday and future tools).

• Translate strategy into operational practices SLAs and playbooks that PSC teams use daytoday.

• Partner with HR Technology AskGM/AI and Data & Analytics teams to prioritize automations virtual agents and knowledge that remove friction from employee journeys.

• Ensure new features channels and automations are adopted consistently across all PSC sites and measured for impact.

2. Employee Experience Quality & FirstTime Resolution

• Own the PSC service quality framework with a focus on firsttime quality firstcontact resolution and reduction of rework.

• Define and monitor quality standards audits and calibration routines across teams and partner with Ops teams to drive improvements as needed.

• Use voiceofemployee survey and operational data to identify friction points and implement fixes that prevent repeat issues.

• Partner with Knowledge Management/Content Owners to simplify content scripts and workflows used by PSC teams and AI tools.

3. Data Insight & Friction Prevention

• Build and maintain a datadriven view of PSC performance (e.g. demand channel mix handle time reopens deflection automation success backlog SLAs).

• Work with the Data & Analytics partner PSC Ops leads to identify root causes and leading indicators of friction and convert them into clear actions for PSC and upstream process/tool owners.

• Partner with Analytics Team to create standard dashboards and insight packs for PSC and HR leadership that highlight trends risks and improvement opportunities and partner with Data & Analytics to have them developed.

• Use experimentation (A/B tests pilots) to validate improvements before scaling globally.

4. Global Operational Excellence & Consistency

• Lead a global perspective across all PSC sites ensuring common processes policies and tool usage where appropriate.

• Maintain ServiceNow and other tool usage standards (e.g. case categorization tagging knowledge links macros/flows) to enable reliable service delivery reporting and AIreadiness.

• Facilitate crosssite forums and governance to drive alignment on practice share best practices and resolve inconsistencies.

• Ensure PSC consistently delivers on Foundations Enablement (FE) and broader HR transformations.

5. Training RightSkilling & Workforce Planning

• Build and execute comprehensive training and upskilling plans that prepare PSC teams for AIassisted service new tools and new work and ensures high-quality delivery of existing work.

• Lead rightskilling and role design to ensure the right work is done at the right level (e.g. automation vs. advisor vs. specialist).

• Partner with PSC Ops Leaders on workforce management (demand forecasting staffing scheduling) to maintain service stability through demand and transformation changes.

• Embed continuous learning (refreshers learning sprints certification on new capabilities) into PSC operations.

6. Continuous Improvement & Transformation Readiness

• Own the continuous improvement pipeline for PSC from idea intake through prioritization design pilot and global rollout.

• Facilitate crossfunctional coordination with project and program teams bringing new work to PSC (e.g. Employee Journeys policy changes system deployments).

• Conduct operational risk assessments for projects impacting PSC; define mitigation plans readiness criteria and hypercare approaches.

• Ensure that process and tool designs include PSC input early and that PSC feedback loops are used to refine solutions after launch.

7. Change Leadership & Stakeholder Management

• Act as a change leader for PSC ensuring that teams understand the why what and how for upcoming changes.

• Partner with Strategy & Portfolio team to design and execute change management plans (communications engagement training feedback loops) tailored to PSC audiences.

• Build strong partnerships with PSC Ops Leaders HR COEs HRBP communities HR Technology FE and IT to align priorities and roadmaps.

• Represent the PSC voice in enterprise forums influencing priorities scope and timing for initiatives that impact employee service delivery.

Location: São Caetano do Sul/SP

Important: If the candidate is a current GM employee and is approved for the position no relocation or transfer will be required and the role may be performed from the employees current location.

Your skills and abilities (required qualifications):

• Bachelors degree in related fields

• Fluency in English

• Relevant experience in HR shared services service delivery operations or customer support; with leadership or senior individual contributor role driving service excellence.

• Demonstrated experience using data and analytics to improve operations (e.g. performance dashboards rootcause analysis forecasting continuous improvement).

• Handson experience with service management or case management platforms (e.g. ServiceNow) and exposure to AI/automation or virtual agent/chatbot solutions.

• Proven track record of leading crossfunctional initiatives and driving change across multiple stakeholder groups and/or global locations.

• Strong understanding of employee experience and HR processes with the ability to translate strategy into operational processes and behaviors.

What can you give a competitive edge (preferred qualifications):

• Experience with AIassisted service models (e.g. chatbots knowledgedriven deflection workflow automation).

• Familiarity with Workday or other HRIS solutions and how they integrate with service delivery platforms.

• Experience working in or with Global Business Services / Shared Services organizations.

• Formal training or certification in one or more of the following is a plus:

  • Lean / Six Sigma / Continuous Improvement

  • Change Management (e.g. PROSCI or equivalent)

  • Workforce Management or Quality Management in a contact center/service center environment

Skills & Competencies

• Strategic & Systems Thinking Connects the dots across tools processes and teams to design an endtoend AIenabled service model.

• Data Literacy & Problem Solving Uses quantitative and qualitative data to identify friction build cases for change and measure impact.

• EmployeeCentric Mindset Designs solutions with employees in mind balancing experience efficiency and risk.

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