People Service Delivery Lead
4 weeks ago
People Service Delivery Lead Responsibilities:
- Manage complex cases and processes that require advanced domain expertise and troubleshooting skills
- Drive overall service governance & monitoring, day-to-day supplier oversight, operations monitoring, escalations management, process & technology improvement across one or more large functional areas
- Facilitate global connection between regions to ensure successful service delivery in order to optimize and evolve operations through partnerships, project/change management, reporting and forecasting
- Cross-functional collaboration and stakeholder management to solve end to end process and operational challenges while navigating various levels of sensitivity, complexity and ambiguity
- Monitor regional tiered service health and performance via dashboards, reporting, analytics, and insights
- Create and oversee documentation around key work functions, providing training and mentoring support on your designated area of work
- Seek out opportunities to automate and enhance our operations to be more efficient (e.g. deflect or eliminate case demand), while keeping employee experience as the utmost priority
- Perform user acceptance testing on new system enhancements or bug fixes to ensure operational workflows are functioning as intended
- Regularly look for opportunities to up-skill and increase knowledge across domains, being adaptable to a fast paced changing environment
- 8+ years of experience overseeing one or more service delivery functions (onboarding, offboarding, payroll, benefits, transfers, etc)
- Experience navigating competing/shifting priorities and getting things done in a fast-paced, ambiguous environment
- Experience performing root-cause analysis to problem solve and deliver measurable outcomes
- Effective communication skills, including defining and simplifying complex concepts and communicating these to stakeholders
- Experience operating independently and supporting scalable ops strategy, planning, and execution in the midst of change and ambiguity
- Experience collaborating, influencing, and gaining strategic alignment within a matrixed environment
- Experience driving transformational change in a cross-functional environment
- Knowledge of the tech / software industry business models and core processes
- Experience providing day-to-day oversight of a supplier/vendor(s)
- Bachelor's degree in business, operations, HR, consulting or equivalent experience
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-
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