Knowledge & Service Quality Lead

Description:

This role is a key member of the wider HR team, which is committed to building a workplace that fuels growth, for the business and each one of us. We are transforming our HR organization to deliver compelling experiences every day for our associates, leaders and HR team through strategic partnership to the business, supported by niche expertise in high-value areas and a service organization that meets associate needs every day. Bring your passion for supporting business growth through its talent and organization and join us in our journey!

In this role, a typical day will look like:
 

• Builds and maintains the HR Shared Services Delivery Knowledge database, ensuring the right content reaches the right associate every time
• Collaborates cross functionally with COEs, Global Process Owners (GPOs), Shared Services Leaders, associates and HR Leaders to create and maintain knowledge articles
• Builds process and effectively audits closed Shared Service case tickets for accuracy, use of articles and service quality and builds countermeasures Coaches Shared Service Delivery Teams and other contributors on best practices for using and creating knowledge and delivering high-quality service levels
• Stays updated on HR trends and best practices
• Measures service quality impact against targets and defines countermeasures for closing gaps to drive to highest-quality service levels
  
   

The essential requirements of the job include:
 

• Bachelor’s Degree
• 5-7 years of experience working in HR, preferably in a Shared Services environment
• Excellent problem-solving skills
• Knowledge of database security principles and access controls
• Very strong writing skills and expertise in documenting standard work, operating procedures or guides
• Excellent communication and interpersonal skills
• Strong organizational and project management skills