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Senior Manager -Service Excellence , Enterprise People Services

Senior Manager -Service Excellence , Enterprise People Services

Raytheon TechnologiesYelahanka Hobli, Bangalore – , Karnataka
30+ days ago
Job type
  • Full-time
Job description

Job Summary

People Services is looking for a strong Service Excellence Leader. This is an excellent opportunity for a customer-centric individual to assume the role within the RTX Enterprise services organization, as part of a Global People Services team. The Service Excellence Leader will be responsible for the provision of a HR technology and data reporting service both internally to drive the HR Operations service and externally to respond to customer requirements.

This role is the technical subject matter expert in the HR Shared Services operations and system administration processes to ensure that the service is being delivered in the most efficient, accurate, and effective way using the HR systems and the development of technology. The Service Excellence Leader will work collaboratively with key stakeholders regionally globally.

As this is a role that interacts with senior stakeholders across the business, excellent interpersonal skills are essential. A key aspect of this role will be ensuring that the employee is at the heart of everything we do and bringing to life the RTX HR Operating Model.

The work location is Bangalore (India). Domestic relocation is being offered.

Responsibilities

  • Design and govern baseline metrics to structure performance measures for ongoing operations.
  • Ensure people, process, and technology alignment for smooth HR operations.
  • Define the objectives and business plans; cascade and co-own actions, KPIs & goals to the team member as well.
  • Partner with key stakeholders to implement new compliance and regulatory requirements
  • Identify process and efficiency enhancement leading to service excellence.
  • Ensure efficient and effective resource utilization through optimal organization design and structure, load balancing, cross-training, and using effective usage of technology / workflow tools.
  • Work with team to monitor, track, and conduct risk mitigation activities.
  • Plan, design, and implement various strategic initiatives, policies, and procedures to help enhance the productivity, efficiency, and quality of services delivered to internal customers.
  • Listen to the stakeholders on an ongoing basis and by implementing customer surveys to ensure enhanced service.
  • Lead process excellence initiatives within the HR shared services team, including process redesign, automation, and optimization, to drive continuous improvement and enhance service delivery.
  • Lead development of the People services knowledge management and learning strategy
  • Lead quality assurance interventions including monitoring organizational KPI, deploying performance interventions, and proving data driven insights into future opportunities.
  • Lead change management efforts and act as a change agent; identify and deliver process excellence and continuous improvement programs with a focus on HR-related operational activities.
  • Perform any other duties deemed reasonable and necessary by the business.
  • Executes on communications strategy to ensure stakeholders receive timely, clear, and relevant messaging on key items of importance.
  • Coach, guide and mentor Tier 1 and Tier 2
  • Drive customer centricity, process efficiency and effectiveness
  • Develop and execute transformation of People service’s delivery

Required Skills & Knowledge

  • Experience in the delivery of system and process change within a HR environment.
  • Knowledge and experience of Workday HR Information Systems, Web-enabled IT tools, and software such as Excel / Word, and SharePoint. Ideally, experience working with CRM tools particularly ServiceNow and also softphone telephony.
  • Advanced skills in Microsoft excel in relation to the manipulation of large volumes of data including the use of data analytics tools advantageous.
  • Ability to extract data from a number of sources and manipulate it to produce meaningful reports back to the customer.
  • A balance of strong technical capabilities with a flair for telling the story and being creative with the presentation of this information to engage with the business in non-technical language.
  • Ability to work independently as well as team, establish priorities, and raise and / or resolve issues.
  • Confident in stakeholder management and communication and engages with stakeholders using a variety of approaches including written, verbal, email, and presentation.
  • Ability to work as part of a team, within a very busy environment, which has strict deadlines, the post holder will be able to work under pressure and respond to changing priorities.
  • Customer-centric focus that ensures the customer is at the heart of the process.
  • Ability to maintain confidentiality in all aspects of job responsibilities.
  • Places high priority on data integrity and security.
  • Results oriented with an eye for detail and the drive to complete a task / project to a high-quality standard.
  • Ability to work as part of a team, within a very busy environment, which has strict deadlines, the post holder will be able to work under pressure and respond to changing priorities.

    • Qualification & Experience

  • Bachelor’s or master’s Degree in any stream from a recognized university
  • Minimum 10 plus years in HR Shared Services with a key focus on Service excellence / performance.
  • Prior experience in managing large Global HR service centers.
  • Experience using Workday and ServiceNow.
  • Ability to work effectively in a high-pace and deadline-driven atmosphere.
  • Ability to learn processes, policies, and the ability to apply CORE principles to these processes for continuous improvement.
  • Ability to work in a team environment.
  • Strong attention to detail and ability to apply analytical skills.
  • Strong communication skills (written and oral) with all levels of the organization.