HR Service Management Lead

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com

At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as an HR Service Management Lead you’ll do the same.

 

Responsibilities:

•  Metrics – develops and maintains global support metrics and measures dashboards to monitor performance, adherence to SLAs and identify areas of improvement.

• Knowledge Management – Manages knowledge articles, defines and owns the knowledge audit process, roles and responsibilities. Monitors and ensures all knowledge is accurate and timely by partnering with knowledge owners and authors.

• Stakeholders Management – manage expectations and behaviors during Transformation and new ways of working.  Provide communications and change management to influence managers and employees approach to HR Services.

• Training Management - maintain training content and tracking of GBS Induction and Operational License training.

• Continuous Process Improvement – Uses data from all Service Management activities and partners with CI to identify performance strengths, weaknesses, correlations, and trends that reveal opportunities for improvement in terms of technology, procedures and policies. Through data driven decision-making, identifies opportunities to continually enhance service delivery and align processes to current and future business needs.  Partner with Change/Communications to influence adoption of improvements and changes.

• Improvements - Responsible for making moderate improvements to processes, systems or products to enhance performance of the job area.

• Surveys – maintains Support Center surveys to ensure customer satisfaction is high and employee experience is positive.  Analyze results of surveys to determine areas of improvement.

• Service Level Agreements - Develop and maintain SLAs for the global support centers.

• Solution Management – Monitors issues/problems that impact service delivery to ensure effective root cause analysis, solutioning and facilitating proper communication amongst service teams.

• Capacity Management – Forecasts future demand of services based on past volumes and projected volumes due to business development.

 

 

About you:

•  Experience in Service Now.

• Strong analytical skills, with excellent verbal and written ability

• Microsoft office, Power point and Excel (advanced skills)

• Proficiency in metrics and SLAs

• Knowledge management strategy experience

• Proficiency with related software tool