Service Delivery Lead I, People
- We deliver the world’s most complex projects.
Building on our past. Ready for the future
As a Service Delivery Lead with Worley, you will work closely with our existing team to deliver projects for our clients while continuing to develop your skills and experience etc.
- Global role as part of the WES People organsiation, responsible to ensure accurate & timely delivery of People Services to respective Worley Markets by partnering with People Service Provider (Capgemini).
- Support the WES People Tower Deputy Lead in driving effective and effiicient governance and ways of working between Service Proivider and Worley People Function
- Work closely with WES People Tower Lead & Deputy Lead and the Servie Provider to ensure efficient, timely and accurate delivery of newly transitioned WES People services to the Worley Markets as measured by contractual service level agreements and supporting KPIs
- Drive continuous monitoring of Performance Metrics via SLA and KPI reporting and partner with the Vendor Management Office to report on Service Provider service performance
- Drive proactive engagement with the In-market People team (Operations Managers, Specialists, People Advisors) to effectively manage process issues & escalations, identify pain points through RCA and drive sustainable action plans to course correct
- Identify and drive continuous improvemment initiatives within the newly transitioned outsourced People services, working in conjunction with Service Providers, Worley People Function, WES, GPOs and Continuous Improvement Leads
- Identify opportunities to improve processes upstream of the Service provider managed processes with a view to improve end to end employee experience and process effectiveness
- Facilitate periodic audits (internal and external)
About You
To be considered for this role it is envisaged you will possess the following attributes:
- 10+ years in Hire to Retire of Shared Services / GBS / Outsourcing Service Delivery Experience in large complex global organizations or large global providers. Must have worked in or with KPOs/BPOs
- Deep domain knowledge of the Hire to Retire process landscape with specialization in atleast 2 of the below mentioned areas:
- Worforce Administration (Onboarding, Mobilization, Offboarding, Personal & Job data management)
- Talent Acquisition / Recruitment Sourcing, Screening and Administration
- Talent Development / Talent Management / Performance Management
- Remuneration/Payroll and Benefits Administration
- Ability to work with Service Provider to ensure effective service performance in line with service level agreements
- Flexibility in working different time zones as-and-when support is needed given the global nature of the role
- Strong change management and effective project management skills
- Strong influencing skills and the ability to effectively negotiate and balance the needs of key stakeholders.
- Excellent verbal and written communication skills with the ability to articulate complex ideas in easy-to-understand business terms to senior executives
- Key Accountabilities
- People service governance and performance reporting operationalization
- People process escalation handling / issue resolution
- People process continuous improvement and standardization
- Manage requests of changes to processes and new services specific to the process tower and geographical area
Moving forward together
We want our people to be energized and empowered to drive sustainable impact. So, our focus is on a values-inspired culture that unlocks brilliance through belonging, connection and innovation.
We’re building a diverse, inclusive and respectful workplace. Creating a space where everyone feels they belong, can be themselves, and are heard.
And we're not just talking about it; we're doing it. We're reskilling our people, leveraging transferable skills, and supporting the transition of our workforce to become experts in today's low carbon energy infrastructure and technology.
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Please note: If you are being represented by a recruitment agency you will not be considered, to be considered you will need to apply directly to Worley.