Manager, Quality & Governance

As QA and Governance Manager, you will oversee projects within the Employee Experience Hub, globally, you will be responsible for managing a diverse portfolio aimed at enhancing HR services and communication strategies. This role demands proficiency in end-to-end project management, leadership in cross-functional team coordination, and strategic stakeholder engagement.

You will ensure projects align with organizational goals, manage resources effectively, and drive process optimizations through data analysis and continuous improvement methodologies. Additionally, you will pioneer change management initiatives to enhance system architecture and employee adaptation, while also handling the execution of a comprehensive global communications plan to improve the employee and associate experience

• Oversee a diverse project portfolio, implementing end-to-end project management standards, routines, and tools to ensure deliverables meet organizational goals.

• Plan, organize, and manage resources and processes to achieve project goals while upholding quality and budget constraints.

• Assemble and mentor cross-functional project teams, foster team collaboration, offer leadership support, and ensure skill-based role assignments.

• Lead continuous improvement cycles within operational teams, contributing to the optimization of services provided across HR functions globally (e.g., People Services, Platform Services).

• Build strategic partnerships with stakeholders to advise on governance, clarify roles and responsibilities, and secure project alignment and engagement.

• Work closely with internal teams, such as SOD, OE, and Workday, to ensure customer needs are met and aligned with analysis and feedback.

• Establish clear goals, parameters, and deliverables in line with strategic objectives, and develop detailed project timelines, budgets, and resource allocation plans.

• Direct the strategy development for process optimization utilizing tools like process mapping, gap analysis, and root cause analysis to enhance efficiency.

• Pioneer continual process evaluation and improvements, ensuring the implementation of effective methodologies for optimum organizational workflow.

• Implement change management processes to transition system architectures smoothly, mitigating disruption, and supporting employee adaptation.

• Conduct comprehensive training and educational programs to encourage the adoption of new technologies and streamline processes.

• Strive to establish strong and genuine relationships with customers through regular proactive communication, demonstrations of commitment, and efficient liaising between customers and internal teams.

• Develop journey maps for employee life events to understand customer interactions and build strategies to enhance the overall experience.

• Conduct interviews with frequent customers to create customer journey maps, proactively address their needs, and improve their experience.

• Ensure self-service tools function effectively to meet employee needs, identify gaps, and propose the development of new tools.

• Analyze data trends to recommend changes, enhancements, and modifications to existing processes and procedures that positively impact the overall customer experience.

• Identify and interpret patterns and trends in customer data, converting insights into strategic decisions and process improvements.

• Monitor and track analytical data, outcomes, and customer feedback to provide monthly reports detailing results and performance metrics for management review.

• Proficiency in Project Management software and tools (e.g., MS Project, Mura)

• Expertise in Process Improvement tools and methodologies (e.g., Six Sigma, Lean, process mapping)

• Strong knowledge of Change Management practices and tools

• Familiarity with Agile frameworks and methodologies

• Advanced data analysis and interpretation capabilities (e.g., Excel, PowerBi)

• Excellent writing and verbal communication skills

• Leadership and organizational capabilities

• Experience with HR Information Systems (HRIS) and platforms (e.g., Workday, SAP)

• Ability to develop and deliver training programs

• Knowledge of Design Thinking principles

• Bachelor's degree in business administration, Human Resources, Project Management, Communication or a related field

• Excellent written and verbal communication skills.

• Experience working in Human Resources processes.

• Knowledge of Microsoft tools (Word, PowerPoint, Excel, PowerBi, PowerApps)

• Working understanding across multicultural, networked organizations.

• Great interpersonal skills with the ability to communicate complex issues to drive tangible business actions.

• Significant experience (typically 5-7 years) in project management, preferably within HR services or a shared service center environment

• Proven track record of leading cross-functional teams and managing complex projects

• Experience in process improvement and change management

• Demonstrated experience in stakeholder engagement and relationship management

• Proficiency in data analysis and reporting to drive strategic decisions

• Background in developing and executing communication plans

• Professional certification in Project Management (PMP) preferred

• Certifications in process improvement methodologies (e.g., Six Sigma, Lean) are a plus

• Additional certifications in Change Management or Agile methodologies (e.g., Certified ScrumMaster) are a plus