Kuala Lampur, Malaysia
Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2022 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com.
At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as an HR Talent L&D Service Delivery Lead and you’ll do the same
As the Manager – HR Talent and L&D Service Delivery, you will implement and manage Talent and L&D Administration services at Convatec. You will lead an international team of service delivery experts that provide high quality, administrative services to employees that support talent management, learning and diversity equity and inclusion initiatives. Leveraging your strong people management experience, you will establish processes and procedures, create and maintain service level agreements and ensure that the team delivers best in class service for an optimal employee experience. You and your team will provide support and guidance to Convatec employees and will manage activities related to our enterprise learning management system.
You will be a key member of the Service Delivery Leadership Team and will work with your colleagues in HR and beyond to define, organize and deliver Talent and L&D Administrative services to ensure that Convatec is able to deploy and operate best-in-class service and to attract and retain great talent in all the markets in which we choose to operate.
This role represents a fantastic opportunity to join us at a key execution stage of the programme to help support the implementation and improvement of this critical component of our new function.
Key Duties and Responsibilities
Manage a team of service delivery experts in our global delivery centers that provide best in class support for HR administrative services to include Talent Management processes, learning operations, classroom management and support for diversity, equity, inclusion initiatives.
Foster a client focused environment and mindset to ensure the delivery of exceptional employee experience.
Hire and train new team members.
Act as the primary escalation point to solve day to day and more complex operational problems.
Serve as the main point of contact for implementing projects or initiatives.
Create, manage, document and optimize, processes, procedures, communications, and service level agreements to support Global Business Services.
Ensure best in class customer service by leading and providing inspirational leadership to service delivery team members.
Build and maintain an effective quality assurance program and foster a culture of continuous improvement. Regularly review standards, performance indicators, and service level metrics and providing support and coaching to service delivery leads. Ensures service center consistently provides high quality support and exceptional customer service.
Continuously reviews and evaluates internal operating processes, systems and procedures for effectiveness, and efficiency and responsiveness to customer satisfaction.
Maintain, implement, and own technical aspects of the Learning Management System. Responsible for creating and establishing processes and in partnership with Talent Management COE, create and execute detailed plans for LMS growth and investment.
Troubleshoot escalated technical issues, identifies, and implements system and process improvements, manage, and integrate new technologies within the LMS.
Responsible for building strong, cross functional business partnerships with all in Global Business Services and with Convatec colleagues’ enterprise wide.
Access metrics and statistics associated with the Service Delivery Centre. Analyze data, utilize the data to tell the story, report on findings and make changes and improvements to support the business and alleviate risk.
Manage the build of detailed processes and work instructions needed to establish and operationalize the TL&D service and support the alignment of these new processes as part of the transition to the new model.
Work with your colleagues to deliver a high-quality responsive level of customer service, aligned to established and agreed upon service levels.
Oversee TL&D Service Now to ensure customers queries and requests are promptly being answered. Assist with troubleshooting and escalated issues from our service delivery leads.
Serve as project lead when interfacing with systems partners and/or preferred technology and will be responsible for all analysis and metrics of L&DA curriculum.
Internal – / External
Internal: Global Diversity, Equity, Inclusion and Well Being Lead, HR Business Partners, Vice President, Global Head of Talent, Senior Director, Global People Development, Director of Talent Management, Global People Partners, Learning and Development Content Owners, HR Service Delivery Leads, Convatec employees
External: External suppliers supporting Talent Management solutions, third party suppliers for integration
Position may involve up to 20% travel, mostly within Europe and the US. Most trips will include overnight travel.
English – Native/Fluent speaker essential
To be successful you will have:
Expertise with Learning Management Systems (Workday Learning highly regarded)
Experience with HCM/HRIS systems – i.e. Workday/ADP
Experience leading and developing global teams
Experience creating and maintaining Service Level Agreements
Strong written and verbal communication skills
Strong data, analytical and reporting skills
Experience with Microsoft applications including MS Teams, SharePoint and MS Office
Experience creating and documenting end to end processes
Excellent customer service skills
Experience in a Shared Services/GBS Environment
Ability to work independently and experience working on a Global Team
Willing to be flexible with working hours to support different time zones
Our ambitions will bring the very best out in you. You’ll be pushed to aim higher and really own your work. You’ll be encouraged and supported to make things happen, too. It can be challenging. But, as the progress you make will help improve the lives of millions, it’ll be worth it.
This is stepping up to a challenge.
This is work that’ll move you.
Beware of scams online or from individuals claiming to represent Convatec
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com.
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
Notice to Agency and Search Firm Representatives
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
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If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site – Find Jobs". Thank you!