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HR Service Management Lead

hace 2 meses

Bogotá, Bogotá D.E., Colombia ConvaTec A tiempo completo
About the Role

We are seeking an experienced HR Service Management Lead to join our team at ConvaTec. As a key member of our HR function, you will play a critical role in driving business outcomes and delivering exceptional service to our global workforce.

Key Responsibilities
  • Metrics and Performance Management
    • Develop and maintain global support metrics and measures dashboards to monitor performance, adherence to Service Level Agreements (SLAs), and identify areas for improvement.
  • Knowledge Management
    • Manage knowledge articles, define and own the knowledge audit process, roles, and responsibilities.
    • Monitor and ensure all knowledge is accurate and timely by partnering with knowledge owners and authors.
  • Stakeholder Engagement and Management
    • Manage expectations and behaviors during transformation and new ways of working.
    • Provide communications and change management to influence managers and employees' approach to HR Services.
  • Training Management
    • Maintain training content and tracking of GBS Induction and Operational License training.
  • Continuous Process Improvement
    • Use data from all Service Management activities and partner with Continuous Improvement (CI) to identify performance strengths, weaknesses, correlations, and trends that reveal opportunities for improvement in terms of technology, procedures, and policies.
    • Through data-driven decision-making, identify opportunities to continually enhance service delivery and align processes to current and future business needs.
    • Partner with Change/Communications to influence adoption of improvements and changes.
  • Improvements and Enhancements
    • Responsible for making moderate improvements to processes, systems, or products to enhance performance of the job area.
  • Customer Satisfaction and Employee Experience
    • Maintain Support Center surveys to ensure customer satisfaction is high and employee experience is positive.
    • Analyze results of surveys to determine areas for improvement.
  • Service Level Agreements
    • Develop and maintain SLAs for the global support centers.
  • Solution Management
    • Monitor issues/problems that impact service delivery to ensure effective root cause analysis, solutioning, and facilitating proper communication amongst service teams.
  • Capacity Management
    • Forecast future demand of services based on past volumes and projected volumes due to business development.
About You

We are looking for a highly skilled and experienced HR Service Management Lead who possesses:

  • Experience in ServiceNow.
  • Strong analytical skills, with excellent verbal and written ability.
  • Microsoft Office, PowerPoint, and Excel (advanced skills).
  • Proficiency in metrics and SLAs.
  • Knowledge management strategy experience.
  • Proficiency with related software tools, including HRIS Systems (Workday), SharePoint, and others.
  • Global support experience.
  • Shared Services Service Management experience (preferred).
  • Undergraduate degree and professional Human Resources or HR Support Services experience.
  • Bound by ethical and professional HR standards.
Working Conditions

This role offers a hybrid work arrangement.