Senior Service Delivery Partner

Primary Details

Time Type: Full time



Worker Type: Employee

The purpose of this role is to manage the onshore relationship with the People Delivery team in the Global Shared Service Centre, ensuring high-quality service delivery in a fast-paced business environment. Collaborate with global and country teams to enhance People data quality and security, enabling effective decision-making through accurate and timely data, metrics, and reports, while consolidating and standardizing in-country People policies.

Responsibilities:

• Understand and appreciate factors contributing to a great Employee Experience and bridge service gaps within the region.
• Comprehend the impact of People and people cost data on business decisions and develop relevant metrics.
• Identify and report key risk areas for People data and reporting.
• Implement policies, programs, and directives from senior management.
• Lead the writing, review, and redesign of working procedures.
• Consolidate and communicate Employee Handbooks and Policies across the region.
• Ensure consistency and accuracy of data and service for stakeholders.
• Participate in projects to improve processes and efficiency.
• Manage relationships with internal and external stakeholders effectively.
• Act as a Workday super user, managing escalated enquiries and building action plans.
  
  
  
  

Work Experience:

Necessary Work Experience includes:

• Some relevant work experience.
  
  
  
  

Preferred Work Experience includes:

• Experience working collaboratively with an onshore/ offshore partner.
• Detailed knowledge of People Service processes and practices.
• Strong background in process and quality improvement.
• Experience in process redesign for working desktop procedures.
• Hands-on experience in data analysis and PeopleIS.
• Advantageous to have Lean Six Sigma experience.
• Increasing level of responsibility in call centre environment.
• Policy administration experience.
• Experience in BPO industry with shifting schedules.
  
  
  
  

Qualifications:

Necessary Qualifications include:

• Tertiary Degree or equivalent combination of education and work experience.
  
  
  
  

Global Disclaimer:

The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

US Only Disclaimer:

To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

US Only - Travel Frequency:

Occasional (approximately 5-10 trips annually)

US Only - Physical Demands:

General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.

Skills:

Analytical Thinking, Business Management, Communication, Critical Thinking, Human Resource Management, Human Resources Policies, Intentional collaboration, Managing performance, Negotiation, Performance Management (PM), Presenting with Impact, Process Improvements, Risk Management, Stakeholder Management, Talent Management

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

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