Service Performance and Quality Specialist

Service Performance and Quality Specialist (Coyol, Alajuela)

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

The purpose of the role is to be responsible for the processes that support the efficient operation, control, planning, improvement, and reporting of the HR & Payroll Operations function encompassing; service governance, service performance and reporting, operational risk and audit and compliance, to drive effectiveness and efficiency, and increase the confidence of managers to improve business performance.

To manage and report HR and Payroll operations performance against a framework of benchmarked service standards and KPIs which the function delivers to and drive continuous improvement through managed change

What will you be doing?

Strategy & Planning

As part of the HR and Payroll Operations Service Excellence and Development team, contribute to the establish the service strategic direction, formulate the services/business plan, set standards, and monitor the services overall performance.

Service Excellence, Quality & Customer Focus

Develop and maintain KPIs, SLAs and OLAs (Operating Level Agreements) to support the SLAs and track and report operational performance of the service functions against the agreed metrics.

Manage the tracking, trending, and reporting of all operational performance through appropriate analysis tools

Co-ordinate the operation of customer surveys and periodic face to face qualitative feedback sessions with representative groups of customers

Deliver timely and accurate operational performance MI to internal and external stakeholders through the most appropriate media, using a variety if systems.

Develop and manage reporting requirements for customer satisfaction, perceptions and trends for HR and Payroll Operations through benchmarking and researching best practice.

Ensure the customer facing elements of the service change process are managed efficiently to maintain credibility in HR & Payroll Operations and high levels of user satisfaction

Identify and anticipate perception issues liaise with customers and operations, and instigate and manage projects to resolve in conjunction with HR and Payroll Operations teams and the wider HR function.

Undertake benchmarking, both internally and externally and work with the delivery teams to develop improvement targets for the above.

Benchmark and embed the customer satisfaction and complaint handling methodology.

Monitor and evaluate the quality of service and address and ensure resolution of high-level customer issues

Ensure service standards are upheld by influencing stakeholders in continuous improvement and challenging operational changes or behaviors which do not support the agreed service standards

Working with the service delivery teams, develop and set realistic but challenging targets and monitor the day-to-day performance, quality, and customer perception of the operation through statistical management and understanding customer requirements

Provide quality audit reports and agree action plans with service delivery leadership as an input to the continuous improvement planning cycle.

Respond to internal and external audits and implement action plans within agreed deadlines.

Manage the demand forecasting and capacity planning processes to allow the Service lines to efficiently deliver service.

Oversight of Complaint and Issues Resolution

Ensure the non-compliance, complaint and critical issue management processes are in place and correctly utilized, to input to the continuous improvement process.

Manage the regular monitoring of complaints received in HR and Payroll Operations, and ensure prompt and effective resolution is achieved through root cause analysis. 

Review and challenge proposed and implemented solutions to complaints to ensure fit for purpose, suggesting and co-developing alternative solutions as required

Produce regular tracking reports on complaint volumes and types by business, highlighting trends, for both HR and Payroll Operations use and wider business insight

Oversee the management to conclusion of any complaints which are allocated to Service Excellence & Development team for resolution.

Incident management

Working with key stakeholders, delivery teams, suppliers and the wider HR community on incident investigation and issue resolution. Manage the preparation of incident reports and present at Senior Management meetings. Manage the trend analysis for Incidents and feed into the continuous improvement programme.

Act as an escalation point for high priority service issues

Facilitate the resolution of incidents through liaison with IT Service Helpdesk and HRIS

Provide appropriate stakeholder communication, using appropriate communication media / groups, during Incidents and after incident resolution

Develop and maintain the HR and Payroll Operations Disaster Recovery Plan and Business Continuity Plans and ensure that the plans are regularly tested and the HR and Payroll Operations team have a good understanding of the plans.

Relationship Management

Coach and guide HR and Payroll Operations line management with regards to insightful and efficient data collation and analysis

Act as a champion for customer focus and listen to and communicate with customers and stakeholders effectively; ensuring that procedures and systems are in place to inform and receive feedback from service users, partners, stakeholders and colleagues, and evaluating that feedback, taking appropriate action to secure continuous improvement.

Work closely with the wider HR function across a defined set of geographies, to ensure good understanding of S&N business needs and objectives to ensure that the services provided by HR & Payroll Operations align to the corporate policies and processes at country, cluster, and regional level in line with the agreed ways of working.

Work with HR & Payroll Operations operational leadership to embed performance management approaches at a local team and HR & Payroll Operations-wide level, completing audit activities as appropriate.

Provide assistance in operational management activities to service lines to find solutions to issues and problems which do not compromise Service Standards.

For internal candidates only: (P2 level)

What will you need to be successful?

Education:

Bachelor´s degree level in Business Administration, HR or equivalent qualification.

Proven experience in Payroll or HR is required.

Fluent in English both verbally and in writing. Other language skills are advantageous but not essential.

Experience:

3 to 5 years of HR or Payroll experience within a Shared Services function, within a wider business. (Required)

Experience of using data insights to drive continuous improvement.

Proven experience in service management and development in service and contact centres.

Competency in Data Analytics, Power BI (desirable)

Demonstrated experience of managing service level agreements

Experience of implementing service quality and process improvement methodologies. 

Knowledge of external HR/Payroll Shared Services developments and emerging best practice.

Knowledge of shared services and centre of excellence concept operating environment, service systems, processes, and capabilities.

Experience of dealing with and prioritizing business requirements within project workstreams.

Experience of customer satisfaction monitors and tracking methodology with the ability to take a holistic view of the customer journey.

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

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 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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