Sr. Manager, Service Excellence, HRSSO

友邦今日之业务成就可追溯至1919年逾一个世纪前于上海的发源地。发展至今，集团业务已覆盖亚太区18个市场；在中国内地，业务覆盖北京、上海、广东、深圳、江苏等14个区域并持续加速扩张。

随着疆域的延申和公司持续加大对人才发展的投入，心怀抱负的年轻人才将迎来更广阔的职业发展机会，与友邦一同奔赴价值的实现——在这里您不仅可以找到丰富的职业发展机会，跟随组织扩张的脚步同速增长，更能在简单直接的工作环境中与您所在领域的领导者一起开展与友邦关键业务目标直接相关的重要项目，并从中获得启发。

如果您对未来心怀抱负，相信自己将在广阔的职场版图中发挥重要作用，请继续阅读。

今天，希望通过这样一个全新的职业角色，为您开启一段「更好」的职业旅程：

Employee Services Lead – Service Excellence plays a pivotal role in supporting the entire employee lifecycle, from onboarding to offboarding. This position ensures the seamless execution of HR processes and services, particularly in employee lifecycle management.

The role will support the continuous improvement and evolution of Employee Services, with a focus on service quality, employee experience, process effectiveness and operational efficiency.

The role will work closely with HRSSO head and relevant HR stakeholders to identify opportunities to simplify processes, improve service delivery, make better use of existing HR systems and enhance the overall employee experience.

The role will also contribute to the ongoing development of a more efficient, consistent and scalable Employee Services model.

Roles and Responsibilities：

Employee Services Excellence

• Identify opportunities to improve the quality, efficiency and consistency of Employee Services.

• Review employee service journeys and identify pain points and improvement opportunities.

• Support initiatives to enhance employee experience and service accessibility.

• Monitor service trends and identify recurring issues requiring process or service improvements.

Process Improvement

• Review existing Employee Services processes and identify opportunities for simplification, standardization and efficiency improvement.

• Work with relevant stakeholders to improve end-to-end employee service processes.

• Support the design and implementation of practical process improvements.

• Promote a continuous improvement mindset within the Employee Services team.

HR System & Service Enablement

• Identify opportunities to make better use of existing HR systems and service channels to improve Employee Services.

• Work closely with relevant HR system and technology stakeholders to translate Employee Services requirements into practical system enhancements.

• Support increased utilization of self-service and system-enabled service solutions.

• Identify opportunities to reduce manual and repetitive activities through better process and system utilization.

Service Quality & Performance

• Support the monitoring and analysis of Employee Services performance indicators, including service quality, SLA, accuracy, productivity and employee satisfaction.

• Use operational data and service insights to identify root causes and improvement opportunities.

• Support the development and implementation of service quality improvement initiatives.

Stakeholder & Vendor Collaboration

• Work closely with HR stakeholders, HR business partners, HR system teams and service providers to resolve service issues and implement improvements.

• Translate employee and business needs into practical service enhancement opportunities.

• Support vendor discussions relating to service quality, process improvement and operational effectiveness.

Future Service Model Development

• Contribute to the ongoing evolution of Employee Services toward a more standardized, efficient and scalable service delivery model.

• Explore opportunities to enhance self-service, knowledge management, automation and digital service channels where appropriate.

• Support the implementation and adoption of new ways of working within Employee Services.

• Contribute to selected HR Shared Services improvement initiatives based on business priorities.

Minimum Job Requirements：

Education and Experience

- Bachelor’s degree.

- 7+ years of experience in HR operations, HR service delivery, HR systems, process improvement or related HR functional areas. HRIS experience is a plus.

Skills and Competencies

- In-depth knowledge of HR policies, procedures, and compliance requirements.

- Proficiency in HRIS (e.g., Workday, SAP SuccessFactors, or similar systems) and advanced Excel skills.

- Demonstrated ability to understand complex processes and identify practical improvement opportunities.

- Strong stakeholder management and communication skills, with the ability to collaborate effectively with employees at all levels.

- Strong learning agility and ability to work across different HR functions and stakeholder groups.

- Strong problem-solving and analytical skills, with a focus on process improvement and operational efficiency.

- Attention to detail and ability to manage multiple priorities in a fast-paced environment.

- Strong customer / employee orientation.

Preferred

- Experience in HR Shared Services, Employee Services or HR Operations.

- Experience with Workday or other HR information systems.

- Experience in process improvement, service optimization or operational excellence.

- Experience working with HR Technology, IT or other cross-functional teams.

- Experience in project or change management.

- Previous people leadership or project leadership experience.

加入友邦，共创健康长久好生活

为了推进审阅应聘材料的进度，在后续的职位申请过程中将要求您提供包括个人数据在内的必要信息。若未能提供这些必要信息可能会影响您的职位申请处理和结果，因此请确保您提交的信息准确且最新。