POSITION SUMMARY:

Reporting to the Global HR Shared Services Director, the HR Service Excellence Manager’s role is to drive exceptional HR service delivery and elevate the standards for our new HR systems and HR Shared Service Center.  This pivotal role is responsible for leading the charge in ensuring that service quality levels, service level agreements, KPIs, metrics, and success outcomes are consistently met and exceeded for our end users.  The HR Service Excellence Manager will oversee the strategic implementation and management of service quality frameworks to guarantee that our HR services are delivered with precision and care.

ESSENTIAL FUNCTIONS:

  • Champion the implementation and ongoing management of HR service quality frameworks, ensuring high standards are met for all new HR systems and HR Shared Service Center operations.
  • Conduct regular analysis and reporting on HR service performance metrics, leveraging data to drive improvements and ensure alignment with key performance indicators (KPIs).
  • Work collaboratively with various teams to seamlessly integrate quality service measures into new HR systems and processes.
  • Oversee the establishment and adherence to service level agreements (SLAs), setting clear expectations for service delivery and maintaining accountability.
  • Promote a culture of excellence and customer focus, leading by example and encouraging the HR team to prioritize end-user satisfaction.
  • Direct a team dedicated to providing top-notch customer service, continually refining processes, and delivering the highest level of support to employees and stakeholders.
  • Identify and implement technological enhancements that elevate the efficiency and effectiveness of HR service delivery, optimizing the user experience.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

Essential:

  • 7+ years of proven experience in HR Service Excellence Management, with a track record of enhancing service quality in HR Operations or HR Shared Services.
  • Exceptional project, program, and process improvement skills, with a focus on service delivery and user satisfaction.
  • Proficient in HCM and service management platforms, software, and applications, with a strong emphasis on leveraging technology for service excellence.
  • Deep understanding of best practices in HR service delivery and shared services, with the ability to implement these practices to drive service quality.
  • Agile and adept at managing multiple priorities in a dynamic and evolving service environment.
  • Strong analytical and critical thinking skills, with the capacity to troubleshoot and optimize service delivery processes.
  • Skilled in vendor management, ensuring that external partners align with the organization's service excellence standards.
  • Excellent communication and presentation skills, with the ability to articulate service excellence concepts and value to a variety of stakeholders.

Desirable:

  • Demonstrated ability to effectively influence and mentor team members, with a focus on fostering a culture of service excellence and continuous improvement.
  • Extensive project management and change management experience, particularly in the context of implementing new HR service delivery systems and processes.
  • Proven track record of conducting complex reporting and analysis to measure service quality and identify areas for enhancement in HR service delivery.
  • Strong working knowledge of Workday and BMC Helix platforms, software, and applications.

BENEFITS OF JOINING IPG:

One of our primary goals is to support the health and well-being of you and your family. Our compensation plan includes the following benefits, in addition to many others:

  • Healthcare Options
    • Medical
    • Dental
    • Vision
    • Prescription
  • Dependent and Health Care Flexible Spending Accounts
  • 401(k) savings plan with company match
  • Flexible based Paid Time Off
  • Employee Assistance Program
  • Legal Assistance Plan
  • Tuition Reimbursement
  • Employee Stock Purchase Plan
  • Exclusive discounts on cell phones, gyms, and everyday purchases

IPG is an equal opportunity employer and we value diversity inclusion and equity at our company. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, national origin, gender, sexual orientation, age, gender identity, marital status, citizenship, disability, genetic information or veteran status or any other basis prohibited by applicable federal, state or local law.

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