Manager People Solutions

The purpose of this role is to lead the professionalization of the People Services and Solutions Europe, America and Africa (HR Shared Service Center), defining and implementing the overall service delivery strategy, including a redesign of the organizational structure, embedding a continuous improvement culture (lean), improve employee experiences, processes and technology.

1.    Strategic
Develop and implement the vision and strategy to enhance current state of HR Shared Services in relation to people, organization, culture, processes and technology in line with overall corporate-, HR strategy whilst optimizing the customer experience
Work with Director PS&S to develop strategies for operational efficiency
Design and implement an agile HR Services organization in line with the overall HR Operating Model (blueprint for other countries) 
Expand scope of services, absorb relevant back-office activities from within the HR discipline (and/or other areas if relevant) 
Implement processes for responding to HR-related inquiries and issues

2.    Project/Programme management
Further optimization plan of HR Shared Services, from development to implementation to fully operational and optimized (on a continuous basis) 
Anticipate needs to continue to scale our function and business: diagnose and drive the improvement of existing programs and drive the development of new ways
Monitor and evaluate contact center metrics and make recommendations for improvements and facilitate implementation, with the objective to continuously increase the level of self service for employees and managers
Accountable for overall delivery performance in line with the service framework
 
3.    Business planning and execution
Leads the delivery of HR services with regards to the in-scope product/services portfolio and ensure day-to-day activities are aligned with strategic/tactical goals
Directly manages all internal HR service staff (Tier 2) - Manage budget/FTE’s in line with operation/tactical/strategic needs/requirements 
Ensures Harmonization/standardization of HR processes, whilst seeking for end-to-end integration with related disciplines (e.g. Finance, Pension, COE’s, DTA) 
Implementation and embedding of the lean/agile way of working (e.g. visual management, workflows, structures, metrics etc.) 
Establish SLA’s and KPI’s, driving high quality customer support in an efficient and scalable manner
Drive continuous improvement as a crucial element of service delivery across all (in scope) processes/functions 
Partner with HR COE’s and HRBPs to deliver customer service solutions, resolve issues, ensure appropriate support and process development 
Ensures the HR Shared Services functions/portfolio are synchronized with any HR processes, policy and business changes
Enhance the employee experience with a strong focus on efficient processes and use of technology/automation 
Evaluates and decides on all new service requests from the business and directly oversees the service transition/implementation 
 
4.    Compliancy / Audits Manage and coordinate both internal and external audit and act upon findings as required
Embed auditing structures (e.g. Internal Control Framework), metrics and oversee processes are managed accordingly with the objective to enhance compliancy
Implement quality assurance and quality control within HR processes
Privacy regulations are in place and compliant in line with the FrieslandCampina Risk & Control Policies
Ensures compliance with relevant laws and regulations related to People Services Contact Center Operations
 

5. Innovation
Actively stay ahead of industry trends and best practices in business
Drive initiatives / innovative solutions to enhance the employee experience with a strong focus on efficient processes and use of technology / automation (e.g. Self Service, Employee portals, document management, intuitive services / products, apps, robotics, AI, Analytics, etc)
 
6. Culture / People Management
Lead and establish programs to retain high performing staff through learning programs, performance management, career pathing, succession planning and career development 
Establish a metrics-driven and customer focused culture 
To assure a safe and motivating working environment for all direct and indirect reports

7. Vendor Management
Supplier service / performance management in accordance with agreed SLA’s, business developments, new legislation, and regulations
Contract management with both internal and external suppliers in relation to pricing, contract duration and related terms and conditions

The right profile to work for our Shared Service Centre EMEA in Hungary? There's no golden rule on that. We're always looking for a good combination of everything – a perfect mix of different characters. The strength of the team is each individual member. The strength of each member is the team.