- Contribute to setting the strategic direction and formulating the business plan for HR and Payroll Operations, monitoring overall performance.
- Develop and maintain KPIs, SLAs, and OLAs to support service level agreements, tracking operational performance against metrics.
- Coordinate customer surveys and feedback sessions to ensure satisfaction and inform improvement efforts.
- Manage operational performance reporting and deliver timely MI to stakeholders.
- Identify and resolve perception issues through customer liaison and project management.
- Monitor service quality, addressing high-level customer issues and influencing stakeholders for improvement.
- Oversee complaint resolution processes, including root cause analysis and tracking.
- Facilitate incident management, including investigation, reporting, and stakeholder communication, ensuring business continuity plans are in place.
- Education : Degree level or equivalent qualification.
- Licenses/Certifications : Preferably certified in Data Analytics, Payroll, or HR equivalent. Fluency in English required; multi-lingual capabilities are advantageous.
- Experience : 3 to 5 years of HR or Payroll experience within a Shared Services function, with demonstrated experience in service management and development, including managing service level agreements and implementing service quality and process improvement methodologies.
- Knowledge : Familiarity with external HR/Payroll Shared Services developments, emerging best practices, and the shared services operating environment. Understanding of service systems, processes, and capabilities, as well as experience in dealing with and prioritizing business requirements within project workstreams.
- Competencies : Translate strategy into clear goals, engage stakeholders effectively, and understand business principles to influence decisions.Top of Form
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Service Performance and Quality Specialist - Wrocław, Polska - Smith+Nephew
Opis
Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
Smith+Nephew is hiring Service Performance and Quality Specialist.
The purpose of this role is to assume responsibility for the processes that underpin the efficient operation, control, planning, improvement, and reporting of the HR & Payroll Operations function. This includes overseeing service governance, service performance and reporting, operational risk and audit, and compliance. The aim is to enhance effectiveness and efficiency while bolstering managers' confidence to enhance business performance.
The role entails managing and reporting on HR and Payroll operations performance against a framework of benchmarked service standards and KPIs. This involves driving continuous improvement through managed change.
What you will be doing?
What will you need to be successful?
At Smith+Nephew we offer
Inclusion, Diversity and Equity : Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website
Your Future : annual bonus, life insurance, company stock saving plan
Work/Life Balance : paid volunteering hours, flexible approach
Your Wellbeing : private health care with dental care package, multisport card/my benefit platform
Flexibility : possibility of working in hybrid model
Training : Hands-On, Team-Customized, subsidies for language classes, certifications and postgraduate studies
Extra Perks : referral bonus, recognition program, mentoring program
