Role summary

The Operational Excellence and Training Manager is a key member of the HR Shared Services Europe and APAC leadership team. The role is responsible for ensuring service delivery is consistently meeting service level agreements and/or quality standards across HR Shared Services in Europe and APAC. The role will work closely with other managers and team members at Cencora Business Services (CBS) locations in Lithuania and India, as well as team members based in UK, France, Spain, Netherlands, Germany, Norway, Romania and Turkey.

Location and Travel

Ideally the role would be based in Lithuania, but it could also be based in one of the other European countries listed above. In any event, there would be need for occasional travel to the locations mentioned above (perhaps 1 trip per month)

Main Responsibilities:

• Determine HRSS Solutions Centre training needs and partner with Training team & HRSS Solutions Centre Leaders on the development, delivery and maintaining of training content
• Partner with HRSS OpEx team to analyze data, reports and dashboards, looking for trends and further opportunities for improvement 
• Establish a schedule for routine audits and maintenance of HRSS systems and processes, partner with HRSS leaders to determine appropriate cadence and desired outcomes 
• Execute and manage daily/weekly/monthly/quarterly audits to ensure quality of service and data integrity of HRSS services and processes, including all SLAs across all delivery channels. Conduct supplemental QA Audits for low customer service scores & escalations. 
• Manage the HRSS customer service program, including distribution and tracking of completed surveys, ensuring follow up with on low score surveys and partnering with managers on corrective action plans.
• Populate and maintain weekly performance metrics template for customer service and QA scores
• Provide resolution of escalations by providing advice and guidance on advanced questions and transactions
• Partner with HRSS content team members on knowledge base maintenance schedule for existing knowledge base.  
• Leverage results of all audits, surveys and reporting to partner with HRSS leaders to identify gaps and opportunities for knowledge, training and employee action plans. 
• Create monthly reports to document and communicate key themes stemming from all quality assurance and audit procedures  
• Monitor, track and document effectiveness of any implemented quality improvement action plans

Skills required:

• Ability to model behaviours that reflect the organization’s core values.
• Demonstrated knowledge in HRSS services and functions. 
• Excellent oral and written communication skills and customer service skills.
• Ability to interact effectively with all levels of internal and external customers, including the ability to build and manage effective working relationships. 
• Ability to organize, prioritize, and follow through to completion on multiple tasks.
• Demonstrated detailed knowledge of Workday, ServiceNow, or other comparable integrated HR systems
• Ability to think strategically and be able to balance short term and long-term objectives
• Ease in a multi-agreement and multi-site context.
• Confidentiality in handling sensitive employee information.
• Analytical mindset and ability to solve problems related to the complexities sometimes encountered in payroll.
• Excellent English level is essential. A working knowledge of any of the following languages would also be useful: French, Spanish, German, Romanian or Turkish.

Education and Experience:

• Degree in HR or related subject
• Significant experience in working with Workday, ServiceNow or other comparable integrated HR systems, ideally in a multinational group
• Significant professional experience in a multi-site operational environment.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year bachelor's degree program or equivalent combination of experience and education.

• Normally requires a minimum of five (5) years directly related and progressively responsible experience.

• Training and process design experience, in a project based/client-service environment and extensive experience in process design, training documentation, training delivery, and team management are preferred.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Ability to lead and develop people

• Excellent interpersonal skills

• Excellent oral and written communication skills

• Adaptability

• High energy level

• Outstanding project management and planning skills

• Demonstrated analytical, problem-solving and statistical skills

• Strong decision-making skills

• Strong organizational skills; attention to detail

• Ability to multi-task

• Proficiency with PC technology including office support and Word applications, Excel, PowerPoint, and Visio

• Good group presentation skills

• Ability to use all standard office equipment

#LI- Hybrid

SALARY RANGE:

€4,511- €6,444 GROSS PER MONTH

What Cencora offers

We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures

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