Head of Performance and Change


  • Transforming customer/user experience of our People Services offering, including self-service.
  • Managing PMO, project delivery and project resources
  • Lean implementation including top priority improvement activities
  • Quality assurance and risk management
  • Management and delivery of Change Control across the Hire to Retire value stream
  • Operational aspects of Operating Model and GBS Sourcing Strategy

The role will lead a global team and work in close collaboration with my clients businesses to deliver the objectives of the role.

Working for the Global Head of Operations, the primary responsibilities of the role will be to:

  • Lead Project Management activities and resources to develop and stabilise GBS operations as per strategy roadmap
  • Support operational delivery teams to develop high quality performance management, KPI’s and customer satisfaction insights
  • Own the People Services Quality Assurance, audit approach and overall risk management
  • Own and develop the business account management framework, leading on the establishment of partnership agreements with business customers on behalf of GBS People Services
  • Interface with lead resources as GBS Sourcing Strategy is developed and implemented
  • Develop and manage people process governance in line with overall GBS framework
  • Collaborate with the Global HRIS team to develop GBS People Services operational tools to optimise employee experience, self-service and simplification
  • Manage the sustainable control of change to HR policies, processes and working practices that impact upon GBS People Services ways of working
  • Own and develop the hire-to-retire process model/value stream to achieve true lean in support of service delivery to internal business customers
  • Leadership and transformation of Shared Service delivery
  • Deep understanding and experience implementing true lean, process management and continuous improvement
  • Strong project management capability and experience developing priorities and managing portfolios
  • Highly tuned stakeholder engagement skills
  • Expertise and knowledge of customer service protocols and technologies in relation to HR service operations
  • Expertise with performance and visual management approaches
  • Experience utilising coaching and other techniques to develop the abilities and performance of others
  • Experience applying a Digital first mind set to improve the efficiency and effectiveness of processes and systems
  • Knowledge and expertise of leading and supporting teams in service operations environment
  • Must have experience of a high-volume business

If you are interested in this role please contact me on 01744 454300 or email me on cfoster @ gpwrecruitment . co . uk