The People Service Delivery (PSD) team's mission is to run the best people focused service delivery business in the industry. Leading with care and empathy, we develop efficient processes, systems, and programs from onboarding through to offboarding. The People Service Delivery Lead is an individual contributor responsible for participating in PSD governance, monitoring, complex case management, delivery and continuous improvement for one or more large HR functional areas. The role reviews and influences key health metrics, then recommends efficiency and effectiveness gains within the PSD delivery model. This role is 12 months in duration.
People Operations Service Delivery Lead Responsibilities:
- Assist with managing complex ticket cases and processes that require HR or Ops domain expertise and troubleshooting skills
- Participate in service governance & monitoring, day-to-day supplier oversight, operations monitoring, escalations management, process & technology improvement across one or more large functional areas
- Facilitate global connection between regions to ensure successful service delivery in order to optimize and evolve operations through partnerships, project/change management, reporting and forecasting
- Monitor regional tiered service health and performance via dashboards, reporting, analytics, and insights Facilitate or recommend the creation of documentation of key work functions, providing training and mentoring support on your designated area of work
- Recommend opportunities to automate and enhance PSD operations to be more efficient (e.g. deflect or eliminate case demand), while keeping employee experience as the utmost priority
- Assist with lining up resources to participate in user acceptance testing on new system enhancements or bug fixes to ensure operational workflows are functioning as intended
- Regularly look for opportunities to up-skill and increase knowledge across domains, being adaptable to a fast-paced changing environment
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- 5+ years of experience overseeing one or more service delivery functions (onboarding, offboarding, payroll, benefits, transfers, etc)
- Knowledge of the tech / software industry business models and core processes
- Experience providing day-to-day oversight of a supplier/vendor(s)
- Bachelor's degree in business, operations, HR, consulting or equivalent experience
- Experience navigating competing/shifting priorities and getting things done in a fast-paced, ambiguous environment
- Experience performing root-cause analysis to problem solve and deliver measurable outcomes Effective communication skills, including defining and simplifying complex concepts and communicating these to stakeholders
- Experience operating independently and supporting scalable ops strategy, planning, and execution in the midst of change and ambiguity
- Experience collaborating, influencing, and gaining strategic alignment within a matrixed environment Experience driving transformational change in a cross-functional environment
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