Senior Manager, Talent Experience and Operational Excellence

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Experience & Qualifications

• Experience: 14+ years of progressive experience in HR Service Delivery, Operational Excellence, or HR Transformation, with demonstrated leadership of global or regional programs.
• Education: Bachelor’s or master’s degree or equivalent experience
• Technical & Methodological Expertise:Expertise in Employee Experience Design, Service Delivery Governance, and Process Excellence.Strong command of methodologies such as Lean, Six Sigma, and Design Thinking.Proficiency in HR systems (Workday, ServiceNow) and data visualization tools (Power BI, Tableau).Experience in developing experience and performance metrics frameworks.
• Preferred Certifications: Lean Six Sigma Green/Black Belt, ITIL, or equivalent.
• Core Competencies:Strategic and analytical thinker with strong execution discipline.Proven leadership in large-scale HR transformation or service excellence programs.Ability to influence senior stakeholders and lead global, cross-functional teams.Strong storytelling and data visualization skills to communicate insights effectively.Deep understanding of employee experience, service delivery models, and HR operations

1. Employee Experience Design & Strategy

• Lead the design, implementation, and governance of the Employee Experience Framework, encompassing key moments that matter across the employee lifecycle.
• Define and maintain a consistent, measurable approach to experience design, ensuring alignment with HR strategy and enterprise values.
• Develop and embed methodologies for journey mapping, voice-of-employee feedback, and sentiment analysis to capture insights across HR touchpoints.
• Translate feedback and data into targeted improvement actions that elevate employee experience and engagement.
• Partner with HR Centres of Excellence (COEs), Business HR, and HR Operations to embed experience-led practices into HR programs and services.

3. Experience Measurement & Insights

• Lead the measurement of employee and customer satisfaction across HR services through surveys, dashboards, and analytics.
• Leverage analytics and insights to influence HR decision-making, prioritization, and investment in service enhancement.
• Present trends, insights, and improvement recommendations to leadership and governance forums.

Career Category

Human Resources

2. Operational Excellence & Service Optimization

• Lead the Operational Excellence tower, overseeing the identification, design, and delivery of process improvement and standardization initiatives across HR.
• Drive process simplification, automation, and value stream optimization to enhance HR service delivery efficiency and effectiveness.
• Own Service Performance Framework, defining KPIs, SLAs, and quality measures that ensure consistent global service delivery.
• Partner with HR Technology and Service Management teams to align process design with digital enablement and workflow optimization.
• Ensure Operational Excellence outcomes are data-driven, sustainable, and integrated with the broader HR Transformation roadmap.

4. Transformation & Change Leadership

• Act as a key driver of the Transformation agenda, ensuring experience and operational excellence principles are embedded in all service design initiatives.
• Lead cross-functional project teams to design and deploy new service models, process improvements, and experience enhancements.
• Champion a culture of operational excellence and employee-centric design within the HR function.
• Partner with Change Management teams to drive adoption of new HR processes, tools, and experience-led approaches globally.

5. Governance & Stakeholder Engagement

• Maintain governance frameworks for HR service quality, experience metrics, and process documentation.
• Partner with senior leaders and business stakeholders to align initiatives with enterprise transformation goals.
• Represent the Talent Experience & Operations function in relevant forums.
• Ensure compliance, risk, and control standards are integrated into all operational and experience initiatives.

Key Deliverables

• Enterprise-wide Employee Experience Framework and governance model.
• Experience measurement and reporting dashboards with actionable insights.
• Operational Excellence roadmap and successfully delivered transformation projects.
• Standardized HR processes with improved performance metrics and service quality.
• Enhanced employee and HR partner satisfaction across HR services.