Manager, Service Excellence

About the role

Reporting to the Director of Service Excellence, the Service Excellence Manager will help improve how People Services & Solutions (PSS) delivers services to colleagues, while also leading the transition of People processes into PSS. The role will focus primarily on service excellence, including service quality, operational performance, governance, continuous improvement and colleague experience.

What you'll do

• Improve Service Quality and Colleague Experience
• Help strengthen service delivery across PSS by using service measures, colleague feedback and operational data to understand performance and focus improvement efforts
• Support a consistent approach to service quality across teams and locations
• This includes reviewing service performance, understanding trends and helping teams make practical changes that improve quality, efficiency and colleague experience
• Also help develop service measures and dashboards that give teams clear information to support day-to-day decisions and monitor progress

What you need

• Excel
• HR operations
• Six Sigma
• Workday
• ServiceNow
• PowerPoint