Continuous Improvement Specialist at Sage

Job description

Job purpose:

The People Services Continuous Improvement Specialist is responsible for identifying continuous service improvement opportunities for the People Services function, aligning internal trends and Business demands, to meet and exceed defined service level agreements and KPIs. This also includes defining the approaches to People Services quality management and assurance and embedding these approaches within the People Services teams.

Key accountabilities and decision ownership:

• Monitor trends and insights into the People services through management and analysis of People service data points.
• Provide analytical interpretation and recommendations to HRIS People Data & Reporting Analysts to provide insight and recommendations for service improvement opportunities.
• Gather insight from internal service trend reports and external market to identify continue service improvement opportunities for the function
• Responsible for overseeing the implementation and impact of service improvement interventions.
• Ownership of the People Services Service Framework – identifying trends in service requests to the operation and highlighting proactive solutions to flex capacities and capabilities to meet required service levels against business demands.
• Maintain regular updates and reviews of service demands, against the defined service level agreements.
• Design and develop the approach and standards to quality assurance of the People Services function, and any on-going quality improvement initiatives.
• Conduct regular and ad hoc customer service quality audits and assessments (call monitoring, coaching and ongoing development initiatives) with the People Services team members to identify opportunities for improvement and providing timely feedback to Team Leaders.
• Facilitate the development of action plans to variances as identified throughout the audit process and implements corrective and preventative actions.
• Maintain and monitor the quality, risk and audit frameworks, tools and standards, creating methods for ensuring quality assurance is driven throughout the function.
• Interpret People Service performance data and report trends, anomalies and predictive assumptions on service levels and identifying service improvement.
• Actively drive a continuous improvement mentality and culture within the function underpinned by performance metrics and service delivery requirements
• Play an integral role in supporting the implementation and transition requirements of bringing in new services to People Services during the People Transformation journey

Key performance indicators:

• Continuous service improvements identified
• Delivery of People Service Level Agreements
• Effective quality audits to drive improved operational performance and service data accuracy and speed to identifying improvement indicators

Skills, know-how and experience:

Must have:

• Considerable experience in HR, customer service or related field especially driving service improvement, quality assurance within a Shared Service / Services organisation.
• Experience of building and working to defined service levels.
• Ability to work in a fast paced environment, with agility to adapt to quickly to changing demands – whilst having the confidence and strength to challenge where reactive demands may not be the preferred solution.
• Ability to interpret and analyse multiple sources of information and data to support decision making.
• Knowledge of how end to end HR services across the employee lifecycle are integrated.
• Excellent relationship management and customer service skills.
• Exceptional eye for detail and degree of data accuracy

Preferred:

• Bachelor’s degree or equivalent experience preferred
• Experience of working in a multi-industry, multi-business HR function
• Experience of risk management, audit or compliance
• Technical / professional qualifications:
• CIPD or PHR Certification or equivalent preferred
• Advanced Microsoft Suite Skills

Location: Woodmead, Johannesburg