HR Service & Quality Manager

This person will be based in Bratislava and monitors the services and quality within the HR Support Center in Bratislava and beyond. You will be expected to work closely with the Head HR Operations Services, Head HR Support Center, the respective team leads and members on site but also with other global HR teams. As Service & Quality Manager you ensure that the services we provide are consistent, meets the requirements and the defined KPI's. This includes legal compliance and customer expectations.
Main duties are:

• Monitors and improves the quality of customer experiences, resulting in more effective customer care and increased customer satisfaction
• Monitors performance by gathering relevant data and producing statistical reports
• Initiates initiatives to increase the net Promoter Score (NPS) through active interaction with other processing or business units to identify and fix root causes
• Supports Head of Service Center in developing controls and procedures in relations to risk and compliances for all services covered
• Makes suggestions for changes and improvements and how to implement them
• Works with Head of Support Center and team members to achieve service excellence through optimal use of resources
• Draws up training needs analysis in collaboration with team leads, coordinates training activities and monitors the knowhow maintenance