Job Description

Global Process Solutions Lead - ServiceNOW
About the Team
Our Global People Solutions team is a critical team supporting HR Functions and People Services to achieve its strategic objectives of exceptional service through effective and efficient processes. It is a multi-discipline team with capabilities covering Process, Strategy, Solutions and Service Excellence, Data analytics, reporting and project execution. The Global People Solutions team will work collaboratively with the Regional and Global capability centres bringing proven methodologies, frameworks and expert capabilities in problem solving, process reengineering, data and systems. They, along with the People Services Leadership Team, will instil a culture of continuous improvement and a Service Excellence mindset. This team will work globally ensuring consistency in the approach and ensure solutions meet the needs locally, where required. A critical element to improvements will be the voice of the customer insight that the team will bring in via the process owners and service users. The project disciplines from the programme management team will ensure strategic ambitions are turned into clear deliverables, tracking and managing initiatives through to completion and ensuring expected benefits are realised.
About the Role
Oversees the efficient and effective usage of ServiceNOW capabilities across the consumer. Role involves managing functional cum technical processes, ensuring optimal and effective management of HR services via the platform.
Key responsibilitiesSupport in implementation of HR Service Delivery strategies to meet internal stakeholders needs and achieve SLAs and KPIs via ServiceNOW Serve as primary point of contact for escalations, inquiries, and service-related issues from internal stakeholders, addressing and resolving issues in timely manner Conduct regular reviews and assessments of Service catalogs, taxonomies and workflows and provide recommendations for process enhancements and resource allocation Support HR Service Delivery related projects, including process improvements, technology implementations, and stakeholder communications, with a focus on achieving and improving SLAs, KPIs, compliance and end user experience. Stay informed about industry best practices and emerging trends in HR Service Delivery, incorporating relevant insights to improve performance and efficiency of HR platform usage. Lead and support Tier0 and HR Virtual agent capabilities are validated and improved from time to time owing to the evolving business reqts and industry trends. Work with Regional People Services Tier Leads to ensure improvement to processes are supporting People Services teams to achieve SLA and KPI targets. Develop and deploy real time dashboards of all HR Services and various data cut requirements enabling LT presentations and daily usage of dashboards for effective production controls to be followed. Lead and Manage platform optimization and transformation projects for ServiceNOW, HR Portal & KM platforms

Qualifications and skills - TechnicalHigh-level awareness of local laws and regulations. Deep knowledge of tools and technologies especially Workday and ServiceNow. Analytical and able to interpret metrics and generate insights from data.

BehavioralExcellent written and verbal communication skills. Strong relationship building skills with various cross-functional teams. Strong attention to detail and a commitment to accuracy in all tasks. Excellent analytical, problem solving, and time-management skills. Able to manage change effectively and adapt to new tools and technologies.

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At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone. We're striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.



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