Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role .
Position Overview
As the Director of Service Delivery Operations you will be an integral part of building an Employee Contact Center with best-in-class capabilities that integrates seamlessly with our physical and digital experiences and modernizes the way our teams work. You will define a clear strategic roadmap for transformation and design and you will lead a significant organization and operational change to ensure integration into the broader Employee Experience journey, while also ensuring cost, quality and service goals are met. You will provide leadership, supervision and guidance to all People Services operations team members, serving as a problem solver, mediator and coach.
You will be responsible for:
Leading the development of our HR Shared Service operations delivery model, working in partnership with Global Business Services and vendor partner on Contact Center as a part of the HR Transformation Program.
Bringing expertise on Service Center best-practices (including structure, tools, measurement, compliance and management) while driving continuous improvement for a scalable and sustainable delivery model.
Providing leadership direction on business requirements for Contact Center build and Oracle Help Desk platform that will be used to track and manage all employee inquiries and HR activities.
Determining the processes for HR Service Channels outside of phone support to include self-service, chatbot and email that will be available for employees to request support from HR.
Designing and approving the call tree/Interactive Voice Response, agents call scripts, and caller verification data points.
Providing leadership direction on agent call scripts and caller verification data points.
Providing leadership direction on standard email communications/templates, the CSAT survey, service request follow-up procedures, service request business rules, and VIP support.
Managing service center resources for the Associate Call Center, Data Administration, Compensation Administration, Learning Administration and other HR support functions.
Ensuring all SLAs within the shared services operation are consistently met / reviewed / revised as appropriate.
Monitoring, analyzing, and reporting on key data through the development of appropriate metrics which measure the performance of the service teams.
Establishing a plan for International service support for 60 countries.
Creating and maintaining effective organization of responsibility, including training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision for shared services operations organization.
Ensuring Service Catalog and services are well documented with robust operating procedures.
Working in partnership with the technology teams to ensure associate and manager self-service systems effectively interface with other key business systems and internal shared services processes.
Developing short term mitigation plans when needed to scale shared service operations in the absence of scalable systems and tools.
Developing vendor management processes and controls for internal/external vendors supporting client delivery.
Supporting the operationalization of new services and facilitating effective transition of knowledge from global projects to regional operations. May include annual programs, new systems/tools or program initiatives as examples.
Being detailed and technically savvy and able to implement and adjust data, processes and workflow as a Process SME globally.
Leading process improvement initiatives including mapping current state processes and re-engineering for ideal future state delivery. Focusing on continuous improvement for adding new services or improving existing ones.
Handling particularly difficult/complex issues and ensuring the full resolution of problems.
Required Qualifications
BA degree in Information Management or Computer Science with a minimum of five years HRIS experience, data management and/or systems administration.
A minimum of 15 years with Contact Center processes and systems is required
Experience managing global HR service centers/contact centers
Experience transitioning work from HR to centralized shared services teams
Experience with call center and case management tools, design and implementation, and knowledge base management and process documentation
Demonstrated relationship building skills with HR partners to improve delivery and address issues
Detailed focus on data and process to ensure data integrity
Ability to understand technical data flows across multiple systems
Lean/Process focus to simplify work to allow for additional scope growth in the function
Why should you join Diebold Nixdorf?
Brightest minds technology and innovation business transformation The people of Diebold Nixdorf are 23,000 teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
