Role Purpose:
In this pivotal role, you will execute the Workforce Experience vision, 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.
Key Responsibilities:
- As Head of Service Delivery, you will lead the JA, SWP, and OD execution, ensuring the alignment of service delivery with our product vision to achieve efficiency and workforce excellence.
- You will define 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, and translate services into service design and cataloguing.
- Your role will involve managing end-to-end service delivery of JA, SWP, and OD initiatives, 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 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 service delivery solutions, and co-create experience maps and journeys with colleagues to deliver next-practice processes and technologies.
Qualifications and Experience
- 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. Behavioral Competencies Global Acumen Business Savvy Establishing Strategic Direction Operational Decision Making Persevere for Results Compelling Communication Driving Execution Driving Innovation
