Director - Employee Experience - HR Services

Director, Employee Experience HR Services

- This role is responsible for maintaining governance and driving enhancements to our HR Services support model.

- The role is to take lead in driving our HR Services performance through maintaining our Global Performance Scorecard and collaborating with the regions on improvement plans regarding Net Satisfaction Score and all of our other performance metrics.

- Taking ownership of HR Service Delivery within ServiceNow takes ownership to drive enhancements within to improve the employee experience, drive efficiencies within People Link and other HR Service departments, and manage enhancement requests that come from the business.

- This role is also responsible of understanding industry best practices and building a broad external network to help drive new ways of working and bringing efficiencies into our processes

General Accountabilities:

- Maintain Global Governance around HR Support processes

- Drive Global Scorecard and performance metrics improvements

- Drive SLA & Metric enhancements and yearly discussions to set targets through your Region Network

- Business Process Owner of (Service Now) HR Service Management

- Lead collaborative efforts across regions driving Employee Experience best practices

- Identify areas of improvement and build actionable activities for PeopleLink to improve customer satisfaction

- Support ideas and enhancements utilizing to solve process issues and drive efficiencies

- Identify best practices from other organizations to help build and drive efficiencies for our employees

- Drive digital innovations and tools to help streamline and automate processes to improve our employee experience and agent efficiency

- Lead thee pillars of the HR Services Support Model; PeopleLink Council, Employee Experience Network, and Knowledge Management Roundtable

- Collaborate with Digital to drive technical improvements within, as well as implement new applications

- Research and bring Best in Class ideas and/or tool to improve employee experience

- Be an active member of CI network & Governance Committee

Qualifications:

- Bachelor's Degree/PG or equivalent experience

- Deep background and strong coaching/mentoring experience in developing people and squads, in influencing behavior change ; a track record of cultural change

- Excellent relationship management and influencing/negotiation skills ; to be able to manage relationships with team members including those located remotely

- Track record of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment and increasing transparency

- Experience in driving or leading large scale projects

- Analytical understanding of Customer Service Metrics and Survey Standards