Job Title : Deputy Manager - HCM Consulting & Service Delivery

Reports to : Manager - KS Consulting

Scope of Role :

Business Area : Knowledge Services

Key departments / areas of responsibility : Consulting

Job Dimensions : HR Service Delivery

Overall Job Purpose :

The HR Service Delivery Manager and HCM Consultant will oversee a number of key processes across Prudentials People Analytics (PPA) program to enable the delivery of a high quality service to end users and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires establishing and managing expectations within the business and drive the team to achieve those expectations to a high standard

Accountabilities/Responsibilities :

- Provide operational support of the HRMS application to Businesses across the Prudential Group

- Manage the Service Desk & troubleshoot issues relating to Cornerstone OnDemand HR ERP application

- Maintain high performing service support functions including and IT Service Desk, Desktop Support

- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

- Drive internal and third party service review meetings covering performance, service improvements, quality and processes

- Manage change requests (new features, configuration settings, modifications to existing features) & implementation of new/upgraded modules by adhering to the policy guidelines.& documenting any configuration changes

- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

- Work with internal and Cornerstone OnDemand to ensure actions are taken and completed to protect and improve services

- Provide regular and accurate management reporting on IT Service performance

- Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

Key Interfaces :

Internal :

- KS Leadership team

- PPMS ELT / LT

- Key stakeholders across the Prudential group

External : Third party Suppliers /Consultants

Competence / Knowledge / Skills required

Qualification, Experience & Skills :

- Minimum 8-10 years of experience in a functional HRMS / HRIS role coupled with proficiency in project implementation

- Hands on experience in HCM ERP platforms & cloud (SaaS based) technologies such as Workday, SAP, SABA etc

- 5+ years of experience in a Service Management lead role

- Working Knowledge in design, development, deployment and operations of HR ERP (such as PeopleSoft, Workday etc.)

- In-depth working knowledge of SDLC phases

- ITIL Qualified

- Experience in people management

- Experience of managing 3rd parties and 3rd party delivered services

- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

- Excellent leadership and people management skills

- Excellent written and verbal communication skills

- Willingness to support and mentor junior staff

- Excellent customer facing/customer service skills

- Able to work under pressure and meet deadlines

- Able to demonstrate a high degree of flexibility including shift and out of hours working

- Excellent organisational skills

- Able to manage sensitive and sometimes confidential information

- Self-motivated and able to take responsibility

- Able to manage and prioritise and tasks and time efficiently

- Able to demonstrate initiative and a proactive approach to daily tasks

ATTITUDE / CHARACTERISTICS :

- Customer focused

- Work in a structured and logical way with a high degree of accuracy

- Works easily with different personality traits

- People Manager

- Willingness to stretch

- Proactive and positive

- Detail conscious, Problem solver & Innovative thinker

- Has proven ability in value creation

- Result-oriented

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