HR Service Delivery Excellence Lead

• Job Title: HR Service Delivery Excellence Lead
• Level/Rank: Managerial (Manager to Senior Manager)
• Division: Corporate Human Resources
• Department: HR Shared Services & Business Partnering
• Business Unit: Maxicare Healthcare Corporation
• Location: NCR
• Employment Type: Full-Time
• Reporting Line: AVP / Head of HR Shared Services & Business Partnering
  
  

HR Service Delivery and Performance Management

• Establish and maintain an HR service catalogue, service standards, escalation paths, and performance measures with HR functional owners.
• Monitor service performance, including turnaround time, service-level attainment, backlog, resolution quality, and employee satisfaction; identify gaps and recurring issues requiring improvement.
• Facilitate regular service reviews, track agreed actions, and provide management updates on performance trends and service improvement priorities.
• Process Improvement and Simplification
• Assess priority HR processes and employee service journeys to identify bottlenecks,
  
  

unnecessary steps, rework, and operational inefficiencies.

Information Classification: Protected Form Template Control: Talent Acquisition/August 12, 2025/FO-TA-0.007/Rev.00

• Lead or coordinate cross-functional process improvement initiatives with relevant HR teams,ensuring clear ownership, implementation, and measurement of results while preserving accountability.
• Monitor improvement outcomes and recommend further actions to enhance efficiency,
  
  

quality, productivity, and compliance.

• Employee Experience and Stakeholder Partnering
• Engage employees, people managers, HRBPs, and business stakeholders to identify service pain points and opportunities to improve HR service journeys.
• Translate feedback, recurring queries, and service issues into practical improvements that enhance accessibility, responsiveness, and employee experience.
• Partner with HRBPs and functional teams to align improvements with business needs and support stakeholder communication and adoption.
• Digital Enablement and Continuous Improvement
• Identify opportunities for self-service, workflow optimization, automation, knowledge
  
  

management, and responsible AI-enabled solutions.

• Collaborate with HR Technology, IT, COEs, and process owners to assess and implement approved digital and process improvements.
• Monitor solution adoption and realized benefits, prioritizing initiatives based on employee impact, business value, feasibility, and operational efficiency.
• Other Responsibilities
• Perform other related duties as may be assigned by the immediate superior.