Manager HR Operations Support – Quality Assurance and Continuous Improvement

Key Responsibilities

Collaborate with HR Shared Service Hubs:

• Work closely with HR hubs to understand operational processes, challenges, and performance metrics.
• Foster strong collaborative relationships to align quality assurance strategies with the goals of each hub.

Conduct Quality Assurance Activities:

• Perform regular quality assurance assessments for a range of HR services, including case management, calls, chats, and other operational processes.
• Develop and implement standardized QA methodologies to maintain consistency across hubs and accuracy in evaluations.

Results Analysis and Reporting:

• Analyse QA results, identifying trends, areas for improvement, and areas of excellence.
• Prepare comprehensive reports and share insights with stakeholders, ensuring transparency and accountability.

Root Cause Analysis (RCA) and Action Planning:

• Lead RCA sessions to identify the root causes of deviations and discrepancies in service delivery.
• Formulate action plans collaboratively with HR Hub teams to address identified issues and drive continuous improvement.

Continuous Improvement Initiatives:

• Drive and champion continuous improvement initiatives based on QA findings. Propose and implement innovative solutions to enhance operational efficiency and service quality.
• Work closely with cross-functional teams to implement process enhancements to elevate the efficiency and effectiveness of HR services.

Supervisor Training and Empowerment:

• Develop and deliver training programs for HR Hub supervisors to enable them to conduct effective QA assessments for their teams.
• Provide ongoing coaching and support to supervisors, fostering a culture of self-assessment and improvement.

Performance Metrics and Monitoring:

• Establish and monitor key performance indicators (KPIs) for the QA and continuous improvement sub-function.
• Conduct regular assessments to ensure the team is meeting established performance targets.

Stakeholder Engagement:

• Engage with key stakeholders, including HR Hub leaders & other relevant teams, to align quality initiatives with broader organizational goals.
• Seek and incorporate feedback from stakeholders to enhance QA processes and strategies.

Qualification & Requirements

• Bachelor’s Degree
• 8-10 years’ experience in HR functional areas ideally in HR Operations/Hire to Retire or Payroll
• Proven experience in quality assurance and/or continuous improvement within an HR shared services environment.
• Experience in managing teams
• Proficiency with Workday, ticketing system or other cloud-based HR solutions would be preferable.
• Experience in change management and driving a culture of continuous improvement with ability to manage improvement initiatives independently under minimum guidance.
• Strong analytical and problem-solving & critical thinking skills with a keen attention to detail.
• Excellent communication and interpersonal skills with the ability to collaborate across diverse teams effectively with multicultural stakeholders within and outside HR in a mostly virtual work environment.
• Familiarity with HR processes, systems, and industry best practices.
• Ability to deal with ambiguity and to operate in a global decentralized environment where system and process are yet to be aligned.
• Good communication skills, team player, collaborative and influencing skills

Benefits

At Fresenius Medical Care, we understand that we need to attract talent, but more importantly, we need to retain it. So we want to ensure that our employees are committed to our corporate targets and values and that they are motivated to contribute to our long-term success.

To do so, we establish an ongoing dialogue with our employees to identify key areas with the aim of boosting commitment, increasing performance, and ultimately improving patients’ quality of life. We offer a series of perks to help them acquire new skills, advance in their field of expertise, and promote their wellbeing.

We want to empower people to deliver better care. Therefore, we promote a better work-life balance through flexible working hours, part-time models, the possibility to work from home, and more.

Our employees enjoy both local and global opportunities for growth and personal fulfillment. We offer local benefits designed to suit the requirements of the respective country and place of work to create ideal conditions everywhere.