Operational Services Director

5 dni temu

Kraków, Lesser Poland Randstad Polska Sp. z o.o. Pełny etat

Job Description:

The role of the People Service Operations Lead is to provide strategic leadership, management, and governance of the transitions process at our Poland Centre. This is a unique opportunity to build and oversee efficient, customer-focused systems and processes that add real value to the organization.

Your Key Responsibilities:

  • Providing overall leadership, operational expertise, and strategic direction in the delivery of People Services to employees at a specific center
  • Acting as a liaison between the central team and other global HR services teams, business division, and functions, and other third parties
  • Responsibility for providing operational services and implementing processes in the People Services organization
  • Managing key business and stakeholder relationships in the delivery of core human resources services
  • Leading a team of managers and service delivery teams to ensure excellent customer service and maintain service quality
  • Manages activities to ensure compliance and adherence to group policies, region/country regulations/requirements, procedures, and risk management
  • Working closely with process owners to manage change and implement change control in operational services
  • Providing operational reports, metrics, and KPIs internally to the team to increase ownership and efficiency and to key clients to demonstrate service performance and customer satisfaction
  • Handling customer complaints and ensuring an appropriate level of customer service in line with expectations, responding to escalations
  • Represents the provision of services at local business/regional government level as needed
  • Responsible for audit/risk management

What We Expect from You:

  • Strong experience in a similar position in international structures
  • Excellent knowledge of HR service delivery
  • Knowledge of English at min. B2/C1 and German at min. B2
  • Proficient in working with ServiceNow or other ticketing system and with Workday or comparable platforms
  • Proven excellent stakeholder management and communication abilities
  • Knowledge and expertise of leading and supporting teams in a large-scale HR service operations environment, preferable knowledge of payroll
  • Very good understanding of lean process management and continuous improvement methodologies
  • Expertise and knowledge of customer service protocols and technologies in relation to HR service operations
  • Experience in insourcing of HR processes from a third party vendor
  • Strong Experience in Service Management and delivery of Service Excellence

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