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 you’re assigned to (e.g. retro’s, pi planning etc.)
• Support the design and implementation of change & communications related to service delivery initiatives you’re 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 ERP’s)
• 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