Service Performance and Quality Specialist

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. Smith+Nephew is hiring Service Performance and Quality Specialist.
The purpose of this role is to assume responsibility for the processes that underpin the efficient operation, control, planning, improvement, and reporting of the HR & Payroll Operations function. This includes overseeing service governance, service performance and reporting, operational risk and audit, and compliance. The aim is to enhance effectiveness and efficiency while bolstering managers confidence to enhance business performance. The role entails managing and reporting on HR and Payroll operations performance against a framework of benchmarked service standards and KPIs. This involves driving continuous improvement through managed change. What you will be doing?

• Contribute to setting the strategic direction and formulating the business plan for HR and Payroll Operations, monitoring overall performance.
• Develop and maintain KPIs, SLAs, and OLAs to support service level agreements, tracking operational performance against metrics.
• Coordinate customer surveys and feedback sessions to ensure satisfaction and inform improvement efforts.
• Manage operational performance reporting and deliver timely MI to stakeholders.
• Identify and resolve perception issues through customer liaison and project management.
• Monitor service quality, addressing high-level customer issues and influencing stakeholders for improvement.
• Oversee complaint resolution processes, including root cause analysis and tracking.
• Facilitate incident management, including investigation, reporting, and stakeholder communication, ensuring business continuity plans are in place.

What will you need to be successful?

• Education: Degree level or equivalent qualification.
• Licenses/Certifications: Preferably certified in Data Analytics, Payroll, or HR equivalent. Fluency in English required; multi-lingual capabilities are advantageous.
• Experience: 3 to 5 years of HR or Payroll experience within a Shared Services function, with demonstrated experience in service management and development, including managing service level agreements and implementing service quality and process improvement methodologies.
• Knowledge: Familiarity with external HR/Payroll Shared Services developments, emerging best practices, and the shared services operating environment. Understanding of service systems, processes, and capabilities, as well as experience in dealing with and prioritizing business requirements within project workstreams.
• Competencies: Translate strategy into clear goals, engage stakeholders effectively, and understand business principles to influence decisions.Top of Form

At Smith+Nephew we offer Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website Your Future: annual bonus, life insurance, company stock saving plan Work/Life Balance: paid volunteering hours, flexible approach Your Wellbeing: private health care with dental care package, multisport card/my benefit platform Flexibility: possibility of working in hybrid model Training: Hands-On, Team-Customized, subsidies for language classes, certifications and postgraduate studies Extra Perks: referral bonus, recognition program, mentoring program #LI-KW2 #LI-HYBRID Stay connected and receive alerts for jobs like this by joining our talent community .
Were more than just a company - were a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day. Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N. Explore our new website and learn more about our mission, our team, and the opportunities we offer.