Job Description

HR & Payroll Operations \xe2\x80\x93 Service Performance and Quality SpecialistLife Unlimited. At Smith+Nephew, we craft and manufacture technology that takes the limits off living.The role\'s purpose is to oversee the processes supporting efficient operation, control, planning, improvement, and reporting within the HR & Payroll Operations function. This includes service governance, performance, reporting, operational risk management, audit, and compliance. The goal is to enhance effectiveness, efficiency, and managers\' confidence in improving business performance.What will you be doing?Strategy & Planning - the role involves chipping into establishing the service\'s strategic direction, formulating business plans, setting standards, and supervising overall performance. This includes developing and maintaining Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and Operating Level Agreements (OLAs). Coordinating customer surveys and feedback sessions, along with providing timely operational performance reports, are integral tasks sought to drive service excellence and maintain high levels of user happiness.Oversight of Complaint and Issues Resolution - ensuring effective non-compliance, complaint, and critical issue management processes are in place is crucial. This involves supervising complaints received, conducting root cause analysis, and leading all aspects of the resolution process. Producing tracking reports on complaint volumes and types, as well as leading complaints allocated to the Service Excellence & Development team, are needed for addressing issues promptly and optimally.Incident Management - collaborating with key customers, delivery teams, suppliers, and the community is important for incident investigation and resolution. Handling incident reports, analyzing trends, and serving as a partner concern point for high-priority service issues. Additionally, facilitating incident resolution through effective communication and maintaining disaster recovery and business continuity plans are essential to ensure operational stability.Relationship Management: Acting as a mentor and guide for HR and Payroll Operations line management, fostering a customer-focused culture, and optimally speaking publicly with stakeholders are vital aspects of relationship management. Collaborating with the wider HR function to align services with corporate policies and objectives, as well as embedding performance management approaches at both local and interpersonal levels, are key responsibilities. Assisting in operational management activities to find solutions and maintain service standards completes the focus on relationship management.Continuous Improvement - efforts through benchmarking, supervising service quality, and addressing stakeholder feedback. Developing improvement targets, handling demand forecasting and capacity planning processes, and responding to audits are essential for enhancing service effectiveness and efficiency. Additionally, working with service delivery teams to set significant targets, supervise performance, and provide quality audit reports gives the overarching goal of continuous improvement.What will you need to be successful?Education and Certifications - the ideal candidate should hold a degree-level qualification or its equivalent. Additionally, possessing certifications in Data Analytics, Payroll, or HR or equivalent experience would be preferred, showing strength in these areas. Fluency in English is critical, while multi-lingual capabilities would be considered an advantage.Experience - candidates should have demonstrated ability in HR or Payroll within a Shared Services function, preferably within a broader business context. Demonstrated expertise in service management and development, including handling and implementing service quality and process improvement methodologies, is required. Experience in using data insights for continuous improvement and staying abreast of external Shared Services developments are also crucial.Competencies - the successful candidate should exhibit competencies in various areas. This includes the ability to shape direction by translating strategy into specific goals effectively handling relationships with team members and engaging with peers and senior management. Strong discernment and problem-solving skills are vital, along with a reputation for delivery and a customer-focused approach.HR & Payroll Metrics & Analytics - proficiency in analyzing and interpreting sophisticated data, insights, and trends related to is crucial. The candidate should be adept at providing customer insights and making sound decisions based on relevant information, while also driving continuous improvement initiatives to enhance service performance.Building & Leading Teams - empower team members, set priorities, and direct work to ensure the delivery of integrated services meeting established standards and deadlines. Effective leadership in fostering team partnerships and achieving common goals is crucial for success in this role.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 our Employee Inclusion Groups on our website (https://www.smith-nephew.com/)Your Future: Generous annual bonus and pension Schemes, Save As You Earn share options.Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!Your Wellbeing: Private Health and Dental plans, Healthcare Cash Plans, Income Protection, Life Assurance and much more.Flexibility: Hybrid Working Model (For most professional roles).Training: Hands-On, Team-Customised, Mentorship.Stay connected and receive alerts for jobs like this by joining our .We\'re more than just a company - we\'re a community! Follow us on to see how we support and empower our employees and patients every day.Check our for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.Explore our and learn more about our mission, our team, and the opportunities we offer.

Smith & Nephew