Service Delivery

• Support Group Specialists and service delivery leads in consultation with, and consolidation of business aligned requirements that enable the operationalisation of Reward products and services across Tier 0-2
• Lead components of process research and process mapping aligned to the innovation pipeline
• Ensure effective document management and associated risk management of all business workflows, business rules and processes related to HR and Reward service delivery
• Execute process, business rule and integration governance across HR services
• Partner the technology teams in requirements interpretation and integration issue resolution facilitation (into dev)
• Leverage domain, service delivery and integration expertise to consistently identify opportunities for continuous improvement and service migration aligned to our workforce experience vision
• Partner with the Group Specialists and service delivery teams as participant and SME contributors to new integration and service designs that deliver exceptional experiences (workforce and HR)
• Build and scale components of enablement aligned to governance and rails provisioned e.g. RPA, Machine Learning, Automation
• Support the design and implementation of journey design and enhancements within existing technologies and rails provided e.g. SNOW
• Provide Tier 2 technical support on critical tech stack and integration issues to Tier 1 and 2 teams
• Stay ahead of the curve on new technologies, associated upgrades and process re-engineering tools and practices and their integration for differentiated service delivery to our workforce
• Stay ahead of Total Reward domain expertise across the value chain and leading workforce experience practices that enable differentiation for service delivery
• Provide training, coaching and support to service delivery teams on new processes and systems to ensure successful integration and adoption
• Co-create workforce journey maps with HR service delivery teams and enable them on system where required to do so refining and continuously improving digital interactions (e.g., portal navigation, chatbot scripts) and reduce friction in service delivery
• Identify integration and service delivery risks related to process and technology and identify mitigating solutions that meet business requirements i.e. avoid technical debt, service failures etc.
• Keep track of and monitor key metrics e.g. stability, performance, workforce experience and identify opportunities for improvement and innovation across the Service Delivery value chain

Delivery Management

• Work as a member of delivery & execution team/s to deliver priority service design and commercialisation of Total Reward programs, including remuneration and benefits
• Provide service delivery subject matter expertise for various transformation and book of work initiatives
• Work collaboratively within and across execution teams to define and advise on service delivery requirements
• Provide service delivery reporting and insights aligned to various governance processes and practices
• Align to and actively participate in agile working practices within the delivery execution teams you’re assigned to (e.g. retro’s, pi planning etc.)
• Support the design and implementation of change & communications related to service delivery initiatives you’re involved in (change management for the product and service is the responsibility of the PO – however, Service delivery specialists ensure effective delivery of products and services in their domains of expertise e.g. new tools for Tier 1 reps etc.)
• Deliver on time, on quality and on budget always

People Management

• Build capability, Coach & mentor service delivery managers and their teams on new service delivery requirements
• Conduct peer reviews, testing, problem solving within and across the broader team

Finance Compliance and Governance

• Apply and comply with various governance processes and practices for technology, service delivery and overall enablement
• Identify risks in integration activity and mitigate these (pre, during, post solution design / delivery)
• Define and implement knowledge management and related, auditable systems in the context of process, analysis and integrations
• Ensure compliance with Group Risk, Governance, Compliance and broader regulatory frameworks

Experience and Qualifications

• Relevant degree (or equivalent) in Human Resources Management, Total Reward, Customer Experience, Psychology, Operations and/or Service Delivery
• 5-8 Years experience in service design and delivery (cross tier)
• Proven track record in service delivery, service optimization, service performance and service migration in the HR Domain
• Proven track record in advisory, solutioning for HR products and services across Tier 0 and 2
• Prove track record in product / service innovation, digital transformation of products and services (even if at contributor vs. leader level)Experience & trained in scaled agile methodologies or equivalent project and program management
• Experience with Service Management Technologies including / or similar to: SAP (on prem & cloud expertise), case management, talent and learning systems (e.g.success factors), Payroll systems etc. (end to end)

Behavioural Competencies