Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.  

Team Manager - HR Customer Service Delivery

Ensure the delivery of a quality and professional service to all customers that meets HR & business objectives.

Manage the provision of timely, consistent support and advice to managers, employees, and external parties ensuring compliance with employment legislation, S+N and local policies and good employment practice.

Manage the effective and cost-efficient administration of end-to-end employee lifecycle transactional processes, including joiners, movers, leavers, pay changes, special leave types, and compensation and benefit administration for all employees and managers.

Manage the administration of the offer process for internal and external candidates, including standard offers, referencing, and the issue of contracts of employment and joining instructions.

Manage the provision of timely accurate advice to new starters regarding their induction, and S+N systems and processes • Manage the administration of Reward/Benefit schemes on behalf S+N.

Ensure the retention of documents and filing in accordance with the requirements of S+N policies, Internal Audit and local legislative requirements. •

Monitor and audit employee data and pay related transactions entered into Workday, Peopledoc, Servicenow & associated HR systems, in a timely, accurate and consistent manner.

Monitor the service management system to ensure the nature of the query is reflected to enable a high level of customer service satisfaction.

Ensure ticket & case requests are actioned in a timely and consistent manner

Monitor the day-to-day performance and customer perception of the operation through statistical management and understanding customer requirements

Monitor and resolve non-compliance, complaint, and critical management issues to resolution, escalating as appropriate and ensure causes and outcomes are fed into the continuous improvement process

Resource Management & Capacity Planning

Agree development and delivery priorities with the Senior HR Customer Service Delivery Manager and other HR Services managers.

Plan and deliver the resource needs for the HR Customer Service Delivery operation.

Analyses resource utilisation within the team and feeds requirement and availability into the HR Customer Service Delivery Business Review process. Ensures that suppliers are adequately briefed and tracks performance against SLAs

Monitor volume metrics and ensure any changes to volumes can be managed by the team

Continuous Improvement

Contribute to the development and implementation of the HR Customer Service Delivery strategy to maximise cost effectiveness, align with business needs, comply with legal requirements and reflect current best practice benchmarks

Contribute to the shaping of new or improved procedure and the application of policy

Identify and implement performance improvements to end to end processing to ensure the delivery of HR Customer Service Delivery is efficient and continuously improving

Monitor the escalation of calls to improve the front-line HR Customer Service advice and support.

Ensure HR Customer Service’s readiness to all changes to S+N’s employment policies and practices and changes to local employment legislation with regard end to end employee administrative processes

Process Management

Ensure the team follows all operational processes to ensure control and operational flexibility

Ensure all corporate policies, standards and agreed functional processes are adhered to by all staff, rectifying any non-conformities as appropriate

Deal effectively with non-compliance customer complaints on HR Customer Service Delivery related issues, liaising with the Senior HR Customer Service Delivery Manager and/or Service Excellence & Development as appropriate, and deal with any service recovery.

Optimises the use of technology to deliver cost effective and efficient customer services administrative and transactional processes.

Contributes to the development of SLAs

Team Leadership

Drive performance of team and individuals using clear objectives, communications, and performance management.

Use the established Performance framework to lead, coach, mentor and develop direct reports to meet business needs and carries out probationary period assessments.

Develops plans and delivers induction and ongoing training for all staff delivering the HR Customer Service operation.

Creates a professional environment through leadership and promotes high performing teams.

Actively promote equality, diversity and inclusion within the organisation and lead team in a manner consistent with these principles.

Ensure the structure of the team is at an optimum and reflects customer service practices

Ensure that the HR Customer Service Delivery team has a good understanding of S+N customer needs and business objectives

What will you need to be successful?

Education: Bachelor's Degree in Business Administration, Human Resources, Psychology or in a related field.
Fluent English + any other language that is required for given position

Licenses/ Certifications:
CIPD or equivalent HR qualification preferred

Experience:

Minimum of 3 years of experience leading an HR Services team, covering employee lifecycle processes.

Minimum of 5 years of HR Services and administration experience within LatAm/ North America HR function/organisation.

Good working knowledge of the application of employment legislation and best practice.

Sound knowledge of S+N HR processes and procedures.

Experience of delivering HR and/or related services in a diverse organisation.

Demonstrated experience of managing complex, high-volume HR processes in an efficient, effective, and technologically advanced manner.

Experience of providing detailed and timely HR/Pay advice.

An understanding of the role HR Customer Service Delivery plays and its interactions with other HR functions across the employee life cycle.

Experience of delivering to customer service targets within a complex environment.

Demonstrated experience in management of tickets/cases across different channels (telephony /email, chat, etc.)

Experience of applying performance measurement approaches in driving up business efficiency and process quality.

Competences:

Relationship/Stakeholder Management

Engages stakeholders effectively, resolving issues and understanding drivers/needs.

Ability to build and establish effective relationships to elicit information from key individuals.

Good written and verbal communication with exposure to working with stakeholders at a senior level.

Problem Solving

Ability to analyse and interpret complex written information.

Quickly identifies problems and finds workable solutions.

Able to make sound and timely decisions based on analysis of the relevant information and deliver innovative solutions to complex problems.

Evaluates the constraints and risks associated with each course of action identified and selects the viable option in order to address the problem.

Ability to apply commercial and strategic awareness to problem solving.

Reputation for Delivery

Self-motivated, well-organised, adaptable, and self-reliant and works well under pressure.

Responds to challenging priorities with a sense of urgency and pace.

Ability to organise and prioritise workloads to meet service standards/deadlines.

Ability to plan, taking a pragmatic approach to meet required deadlines

Is responsive and realistic about time/resources to deliver.

Develops and evaluates solutions to problems and implements solutions.

Applies systematic thinking to identify new solutions.

Customer Focused

Thinks customer first and anticipates current and future needs, acting with customers in mind and meeting the expectations and needs of internal customers.

Uses first-hand customer information and uses it for improvements in services.

Able to take a holistic view of the customer journey and to articulate and evaluate the value created by processes delivered within their organization

Explains facts and expresses views and opinions with clarity and conviction.

Ensures colleagues and team members communicate effectively with each other.

HR Metrics & Analytics

Analysis & interpretation of data & insights to inform decision making & the measurement of KPIs.

Provide customer insight into utilization of HR Services & operational performance on HR-related topics.

Ability to maintain and contribute to the development of performance indicators and use them proactively to improve performance.

OPEX & Continuous Improvement

Monitoring and reviewing service levels, alongside the establishment of quality standards and controls for HR Services, whilst proactively driving continuous improvement to deliver a positive effect on customer satisfaction and employee experience.

Good understanding and experience of implementing service quality and process improvement methodologies.

Good understanding of customer satisfaction monitors and tracking methodology.

Ability to constructively challenge the norm and encourages the generation of innovative ideas.

Building & Leading Teams

Ability to lead and manage a team in a customer service operation. • Ability to provide vision and direction to team members.

Able to make independent decisions that have a significant impact on daily operations.

Ability to lead staff through effective appraisal, coaching and performance management.

Ability to motivate staff, set priorities and targets, direct and plan work to provide an integrated service to meet service standards and deadlines.

Physical Demands: Travel Requirements: 0-10%

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website.

Other reasons why you will love it here!

Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.

Work/Life Balance: Extra days off, birthday off, voluntary hours.

Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave. 

Flexibility: Hybrid work model (for more professional roles), flexible schedules.

Training: Training program, unlimited learning.

Extra perks: employees association, and more…

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