Service Excellence GPO

About the role

The HR Service Excellence Manager will lead service excellence for our HR hubs in Pune and Mexico, defining our service framework and designing the service experience across HR services. The role will act as HR’s custodian of ServiceNow and MIA (HR digital bot) and will define how we can use AI to improve HR services, user experience and continuous improvement across our HR service delivery platforms.

What you'll do

• Lead service excellence for the HR hubs in Pune and Mexico, defining the HR service framework
• Design the employee experience framework for HR services and embed an AI-first mindset across the HR services environment
• Design and manage employee satisfaction surveys (CSAT/NPS) within ServiceNow, analysing feedback and service data to identify pain points and build actionable insights
• Drive initiatives that improve the end-user experience and service adoption
• Act as HR’s custodian and functional lead for ServiceNow and MIA (HR digital bot) within HR Operations

What you need

• 5–8 yrs of experience
• HR operations
• Recruitment
• Learning and development
• ServiceNow
• Workday
• Excel
• Any graduate