Description:
In HR Shared Services (HRSS), the employee experience is at the heart of everything we do. We strive to deliver services and products that are simple, intuitive and accessible through flawless delivery of HR processes and a laser focus on the needs of our associates. We’re looking for an Associate Support Customer Success Lead who will be responsible for reimagining the end to end AskHR service and operations in the UK.
Customer Success Lead: Leading efforts to transform associate services to enable customer success.
What You’ll Do
- Lead on differential projects that support the overall vision and direction of the HRSS team and deliver improvements to positively impact associate experience.
- Identify opportunities for change in team operations, cyclical projects, technology, and associate / customer impacting processes, to reduce waste, increase productivity and improve customer satisfaction
- Partner with subject matter experts and other members of HR to plan and implement enhancements with wide reaching impact.
- Build sustainable, well controlled processes that support both Capital One policies and legislation.
- Provide thorough training and crafted communications, to support the successful implementation of changes. Where applicable provide a support model for embedding any changes.
- Build open and trusted relationships with HR Partners so that feedback can be positively acted on, and provided to others, to enhance the success of the team’s service delivery offering and remove barriers to success.
- Take responsibility for end-to-end activities and overall performance / quality - and in doing so, assess trends and ensure that work distributed in the team by the Associate Support Service lead is being progressed and handled in line with expectations. In addition, to make recommendations for continuous improvement to streamline processes and ensure a positive associate / customer experience.
- Prepare updates for Key Stakeholders in order to contribute to HRSS governance meetings, Determine and ensure further escalation and reporting where appropriate.
- Perform HR service risk management activities, including Risk and Control ownership and compliance management actions
What We’re Looking For
- You will be an HR Generalist and have experience in delivering HR first line services, identifying and implementing change in service of a great employee experience.
- You thrive on providing a ‘best in class’ HR service and can demonstrate passion and success in delivering excellent customer service. Ideally you’d have some knowledge on employee relations, too, in order to liaise with our employee relations team (known as Associate Relations) in a credible manner.
- You’ll have excellent stakeholder management skills.
- You’re an effective communicator with excellent critical thinking and problem solving skills and can bring examples of how you’ve used data to identify insights that resulted in positive outcomes.
- You’re always seeking out opportunities for improvements which would positively benefit the experience of our associates and are comfortable asking the right questions to encourage stakeholders to think differently about our processes.
- You have excellent attention to detail and pride yourself on delivering high levels of service at all times.
- Ideally you’ll have great excel/spreadsheet skills and be able to demonstrate curiosity in relation to data, the story it tells, and how this influences action for the team.