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People Services Experience Lead
XylemGuadalupe, Nuevo León, MexicoHace 22 días
Descripción del trabajoMonitor and manage service performance to ensure high levels of customer satisfaction. Customer Relationship Management Address and resolve any customer concerns or complaints in a timely and effective manner. Work closely with relevant GSOs, GSEs, other People Operations Service Managers and Employee Experience Solution Expert to ensure superior and aligned customer experience globally. Process Improvement Understand, continuously monitor and evaluate end-to-end service processes to ensure they meet the needs of clients and the organization. Data Analytics and Reporting Use internal and external data to identify trends, areas for improvement, and opportunities for growth. Compliance and Quality Assurance Implement quality assurance measures to maintain high standards of service delivery. Training and Knowledge Management Ensure the teams understand the latest HR policies and processes relevant to learning and their alignment with the organizational strategic direction and have the necessary training to execute them. Deliver CI training to the regional team to enable CI mindset capability building within the organization. Develop and implement training programs for new hires and ongoing training for existing staff in the People Services team. Service Management Framework Coordinate service delivery review meetings in the region. Own SLA and KPI governance for Tier 1 services in the Americas, ensuring alignment with global service management standards and continuous improvement targets. Project Management Bachelor’s degree in human resources, business administration, with at least 8 years of experience in HR service management. Experience identifying and committed to driving Key Performance Indicators. Demonstrated understanding of what makes the businesses successful, and able to deliver on this. Strong knowledge of HR policies, procedures, and best practices. Strong analytical and problem-solving abilities. Exceptional communication and interpersonal skills. Ability to work effectively in a fast-paced and dynamic environment. Experience with large ERP systems / cloud-based HR solutions; Workday is a plus. Global / regional HR project experience. Strong knowledge of Continuous Improvement methodologies and tools. Fluency in English. Encourages creative thinking and the development of new ideas. Clearly and effectively conveys information and ideas. Handles uncertain situations and complex problems with ease. Identifies issues and develops effective solutions. Makes sound decisions based on analysis and judgment. Builds and maintains strong relationships with others. Works well with others to achieve common goals. Takes bold actions and stands up for what is right. Prioritizes the needs and satisfaction of customers. Quickly learns and applies new skills and knowledge. Proficient with technology and able to leverage it effectively. Strives to achieve and exceed goals. Understands and appreciates diverse cultures and global business dynamics.
Overview
Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
We are seeking a dedicated People Operations Experience Manager Americas to join our dynamic People team. In this high-impact role, you will be responsible for overseeing the delivery of high-quality services to our clients, ensuring customer satisfaction. The ideal candidate will have a strong background in HR service management, excellent leadership skills, and a commitment to continuous improvement.
Responsibilities
- Service Delivery
Oversee the delivery of services to clients, ensuring that all service level agreements (SLAs) and Performance Indicators (PI) are met or exceeded.
Build and maintain strong relationships with clients, acting as the primary point of contact for service-related issues.
Identify opportunities for process improvements and implement changes to enhance service delivery efficiency and effectiveness according to the global Change Request Management Framework.
Track and analyze service performance metrics, preparing regular reports for senior management.
Ensure that all services are delivered in compliance with relevant regulations, standards, and best practices.
Own the relevant process documentation and ensure it is up to date, shared within knowledge management.
Support the design of Global Service Management Framework, ensure regional implementation.
Able to drive and execute HR projects as required.
Qualifications
Key Competencies / Skills
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People • Guadalupe, Nuevo León, Mexico
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