Job Purpose:
In this role, you will execute the Workforce Experience vision through Tier 2, focusing on Job
Architecture (JA), Strategic Workforce Planning (SWP), and Organisational Design (OD). Your expertise will
drive service design, case management, and process improvements, technology enablement, ensuring
exceptional employee experiences across these critical HR areas.
Job Responsibilities:
- As Head of Service Delivery Tier 2, you will lead the Job Architecture, Strategic Workforce Planning, and Organisational Design execution, ensuring the alignment of service delivery with our product vision to achieve efficiency and workforce excellence.
- You will define Tier 2 servicing requirements across workforce segments, co-create and enable the service delivery model and channel strategy in partnership with Product Owners and the Head Service Delivery Tier 0 & 1, and translate Tier 2 Services into service design and cataloguing.
- Your role will involve managing end-to-end service delivery of JA, SWP, and OD initiatives in Tier 2, providing advisory, support and insights based on historical, current, and predictive analytics, and implementing continuous improvement initiatives through data analytics, automation, process re-engineering, system enhancements, RPA, and Machine Learning.
- You will be responsible for formulating Tier 2 Service Management standards, processes, and enablement measures, as well as supporting the integration of specific products and services across the JA, SWP, and OD value chain.
- Additionally, you will lead exceptional case management, advocate for tiered service delivery solutions, and
co-create experience maps and journeys with colleagues to deliver next-practice processes and technologies.
Job Requirements:
- Bachelor’s Degree in Business Psychology. Master’s degree preferred.
- 10+ years in JA, SWP, and OD domain shared services with a proven track record in customer service,
digital service delivery, service management, service cataloguing, and process reengineering. - Strong interpersonal skills with the ability to build relationships and drive change.
- Expertise in Job Architecture, Strategic Workforce Planning, and Organisational Design.
- Proficiency in scaled agile methodologies and project/programme management and different JA, SWP
and JA technologies / tools / systems.
