Manager HR Operations Support - Quality Assurance and Continuous Improvement

As a member of our Global HR Operations Support team, this role seeks an highly motivated, experienced and dynamic Quality Assurance & Continuous Improvement Manager to join our HR Operations Support team.

This role is pivotal in ensuring the delivery of high-quality HR services by implementing robust quality assurance processes and driving continuous improvement initiatives and culture. The incumbent needs to be highly collaborative to work closely with the HR Operations Support leaders & team,
hub leaders, CoE and other HR & business stakeholders across our global organization.

This is a Team Manager role with global scope, will lead a small team of specialist/ senior specialists who will manage Quality Assurance for the shared service hubs.

Your responsibilities:

Collaborate with HR Shared Service Hubs:

• Work closely with HR hubs to understand operational processes, challenges, and performance metrics.

• Foster strong collaborative relationships to align quality assurance strategies with the goals of each hub.

Conduct Quality Assurance Activities:

• Perform regular quality assurance assessments for a range of HR services, including case management, calls, chats, and other operational processes.

• Develop and implement standardized QA methodologies to maintain consistency across hubs and accuracy in evaluations.

Results Analysis and Reporting:

• Analyse QA results, identifying trends, areas for improvement, and areas of excellence.

• Prepare comprehensive reports and share insights with stakeholders, ensuring transparency and accountability.

Root Cause Analysis (RCA) and Action Planning:

• Lead RCA sessions to identify the root causes of deviations and discrepancies in service delivery.

• Formulate action plans collaboratively with HR Hub teams to address identified issues and drive continuous improvement.

Continuous Improvement Initiatives:

• Drive and champion continuous improvement initiatives based on QA findings. Propose and implement innovative solutions to enhance operational efficiency and service quality.

• Work closely with cross-functional teams to implement process enhancements to elevate the efficiency and effectiveness of HR services.

Supervisor Training and Empowerment:

• Develop and deliver training programs for HR Hub supervisors to enable them to conduct effective QA assessments for their teams.

• Provide ongoing coaching and support to supervisors, fostering a culture of self-assessment and improvement.

Performance Metrics and Monitoring:

• Establish and monitor key performance indicators (KPIs) for the QA and continuous improvement sub-function.

• Conduct regular assessments to ensure the team is meeting established performance targets.

Stakeholder Engagement:

• Engage with key stakeholders, including HR Hub leaders & other relevant teams, to align quality initiatives with broader organizational goals.

• Seek and incorporate feedback from stakeholders to enhance QA processes and strategies.

Our requirements:

• Degree with focus on Human Resources or Business Administration

• 10-12 years’ experience in different HR functional areas ideally in HR operations or shared service roles in a global environment.

• Proven experience in quality assurance and continuous improvement within an HR shared services environment.

• Strong analytical and problem-solving & & critical thinking skills with a keen attention to detail.

• Excellent communication and interpersonal skills with the ability to collaborate across diverse teams effectively with multicultural stakeholders within and outside HR in a mostly virtual work environment.

• Familiarity with HR processes, systems, and industry best practices.

• Experience in change management and driving a culture of continuous improvement with ability to manage improvement initiatives independently under minimum guidance.

• Proficiency with Workday, ticketing system or other cloud-based HR solutions would be preferable.

• Ability to deal with ambiguity and to operate in a global decentralized environment where system and process are yet to be aligned.

• Good communication skills, team player, collaborative and influencing skills

Our offer:

• Private medical care in LuxMed,

• PZU life Insurance,

• Unlimited international travel Insurance,

• Benefits System platform (multisport card, cinema tickets, online shopping etc.)

• Language courses reimbursement,

• Work abroad possibility (up to 30 days / year)

• Recommendation programme

• Life milestone bonus

• Holiday allowance

• Childcare refund

• Occasional gifts