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HR Shared Services Performance and Improvement Lead

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007552_2

About the role

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Description
 
Drive the measurement and improvement of the global HR Shared Services Portfolio of Services (POS) to ensure that SLAs and KPIs are met across each of the regions and each of the lines of service. To lead global projects to ensure that a strong set of services are in place and are delivered by HR Shared Services.
 
Overview of the role
  • The employee is expected to recognize the importance of and create a culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
  • Own the HR Shared Services POS document, ensuring that it is up to date in reflecting the services that are expected by our customers from HR Shared Services, that the SLAS and KPIs are appropriate and that the document is understood and worked to by each of the regional MyHR Service Centres
  • Deliver the monthly HR Shared Services performance dashboard ensuring that regional MyHR Service Centre directors have the detail at an individual level to be able to target exceptional and underperforming aspects of the service for recognition and improvement
  • Drive quarterly improvement programmes with the respective regional Directors to move non-green services on the performance dashboard back to green.
  • As part of the HR Shared Services management team, contribute to deciding the services that need to be introduced / improved through specific projects. Lead those projects (regionally and globally) from scoping to delivery against time, cost and scope
  • Ensure that services are in place to meet POS requirements and drive projects to put in place or to globally improve services
  • As a member of the global HR Shared Services team to actively contribute to the vision, strategy and plans of the team to meet the needs of ICON and to proactively build a best in class HR shared services organisation
  • As a member of the global HR Shared Services team to ensure that the channels and ways of working deployed by the team (for example the MyHR Portal, Case Management, KMS, Telephony etc) meet the needs of the service, its customers and drive towards best in class
  • As a member of the global HR Shared Services team to ensure that solutions are proactively introduced to standardise and improve the quality and cost of the services offered by the team
  • Manage a constructive partnership with regional stakeholders, whether these are in HR, Finance or the business etc
  • Travel (approximately 10%) domestic and/or international
  • Other duties as assigned 

SUPERVISION

  • Management within their team
  • Set clear goals and objectives for the team
  • Provide training and development as required
Role Requirements
  •  Minimum 9 experience of working in HR ‘operations’ with a strong understanding of the transactional and support HR services in the ICON HR Shared Services POS
  •  Experience of working in HR Shared Services either as an operational manager or in a similar previous role with a strong understanding of tiers of service, channels etc deployed within a Shared Services environment
  • Experienced and proven manager of projects in a HR environment
  • Strongly numerate and with good technology skills to drive the preparation of the monthly performance dashboard with appropriate back-up for the regional Directors
  • Experience of driving ongoing performance improvement programmes in a HR environment
  • Experience of having worked in a global organisation and having partnered personally with international colleagues
  • Strong team player
Benefits of Working in ICON
 
Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package.  This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.
 
We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.   
 
What’s Next?
 
Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.
 
ICON is an equal opportunity employer -  M/F/D/V and committed to providing a workplace free of any discrimination or harassment.
 
 
*LI-GA1
 
 
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