What You’ll Do for Us:
Leadership and Team Management:
- Lead the QA and Governance team, ensuring effective prioritization and handling of projects and initiatives.
- Recruit, select, orient, train, coach, and develop team members to enhance performance and professional growth.
- Communicate job expectations, monitor performance, and provide regular feedback to drive continuous improvement.
- Manage team capability and capacity to deliver key performance indicators (KPIs) and service level agreements (SLAs).
- Ensure compliance with legal and business requirements in all regions, anticipating and planning for work volume peaks and changes in service delivery requirements.
- Analyze team performance, addressing issues proactively to maintain high levels of service delivery.
Stakeholder Engagement:
- Coach and guide HR managers, COEs, and other stakeholders on QA processes and governance.
- Engage with key stakeholders, including SBPs, BPL, People and Culture communicaty, Employee Care, and global delivery leads, to align on strategies and share results.
- Interface with non-HR departments, such as IT and Procurement, for escalations and cross-functional collaboration.
- Lead the deployment and adoption of new systems and technologies to enhance QA and Governance operations globally.
- Build strong relationships within HR and with customers to optimize service delivery and support future company restructures.
Quality Assurance & Process Management:
- Oversee the implementation of end-to-end project management standards, routines, and tools to ensure organizational goals are met.
- Direct strategy development for process optimization using tools such as process mapping, gap analysis, and root cause analysis.
- Implement change management processes to transition system architectures smoothly and mitigate disruption.
- Pioneer continual process evaluation and improvements to optimize organizational workflow and service quality.
- Conduct comprehensive training programs to encourage the adoption of new technologies and streamline processes.
- Establish, lead, and cultivate the Global Service Delivery Team’s strategy around Operational Governance and Quality Management.
Governance & Compliance:
- Lead QA compliance and documentation processes, coordinating efforts for both corporate and statutory audits.
- Support QA and Governance frameworks by providing necessary documents and information for audits.
- Oversee compliance operations across multiple countries and regions to ensure alignment with global regulations and company policies.
- Supervise vendor relationships to guarantee compliance with quality standards and documentation management.
- Ensure statutory reporting to external entities and manage the onboarding process for new hires, ensuring regional compliance.
- Facilitate an end-to-end quality management framework, including support for quality drivers such as key process assets, data integrity, controls, and audits.
Service Management:
- Define, negotiate, and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Implement process controls to initiate corrective actions when metrics are off track.
- Establish knowledge management procedures to ensure consistent service quality across regions.
- Manage the standardization of processes across different regions and employee types.
- Lead change management efforts and maintain strong communication channels with key customers.
- Manage vendor relationships to meet SLAs and handle process changes, providing support to the HR community in managing complex escalations.
- Develop frameworks to continuously improve the customer experience.
Reporting and Communication:
- Spearhead cross-functional project governance and change management, including OKR reporting.
- Drive in-scope strategic programs and initiatives in support of key focus areas, from opportunity discovery to project execution, iteration, and closure.
- Enable consistent delivery and systematic review of key operational metrics and performance, including Executive and Account Management Reporting.
- Establish and implement a robust communications plan to support the effective delivery of strategic priorities.
- Help build a culture of operational excellence, client experience-focus, cross-functional problem solving, and proactive risk management and compliance.
Ad Hoc Projects:
- Act as a subject-matter expert in ad-hoc projects related to QA, Governance, and process optimization.
- Lead initiatives for process changes, system improvements, and automation.
- Identify and deploy process improvements in collaboration with HR and IT teams, ensuring compliance and improvement in process integrity.
Qualifications & Requirements:
Technical Skills:
- Proficiency in Project Management software and tools (e.g., MS Project, Asana, Trello).
- Expertise in Process Improvement tools and methodologies (e.g., Six Sigma, Lean, process mapping, gap analysis).
- Strong knowledge of Change Management practices and tools.
- Familiarity with Agile frameworks and methodologies.
- Advanced data analysis and interpretation capabilities (e.g., Excel, SQL, Tableau).
- Excellent writing and verbal communication skills.
- Leadership and organizational capabilities.
- Ability to develop and deliver training programs.
- Knowledge of Design Thinking principles.
- Certifications (PMP, Six Sigma, Lean, Agile) are a plus.
Education and Work Experience Needed:
- Bachelor’s degree in business administration, Human Resources, Project Management, or a related field.
- Bachelor’s degree in business administration, Human Resources, or related fields; advanced degrees and certifications (e.g., PMP, Six Sigma) are advantageous.
- 7+ years of relevant experience in a multinational and customer-facing environment, with proven experience in a leadership role.
- At least 3 years of experience in QA, process improvement, or governance roles.
- Experience with HR Information Systems (HRIS) such as Workday or SAP.
- Strong analytical skills and proficiency in data analysis tools and methodologies.
- Excellent communication and stakeholder management skills.
What can help you to be successful in the role?
Growth Behavior:
- Growth Mindset: Demonstrates Curiosity. Welcomes failure as a learning opportunity.
- Smart Risk: Makes bold decisions/recommendations.
- Externally Focused: Understands the upstream and downstream implications of his/her work.
- Performance Driven & Accountable: Has high performance standards. Outperforms her/his peers.
- Fast/Agile: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
- Empowered: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.
Leadership Behavior
- Act Like an Owner: Deliver results, creating value for our brands, our System, our customers and key stakeholders.
- Collaborate with the System, Customers and Key Stakeholders
- Develops Self and Others: Develop self and support others’ development to achieve their full potential.
- Drive Innovation: Generate new or unique solutions and embrace new ideas that help sustain our business.
What We Can Do For You
- Career growth and development: Leveraging our boundaryless network, we provide access to educational platforms and provide coaching, mentoring and feedback, as a part of our Leadership & Development process.
- Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. We want to make our culture inevitable.
- International Experience: Become part of international projects and work along multicultural teams, through our global network.