Position Summary
We currently have an exciting and impactful role working across a global/ regional client. Working with the Global Account Leader and Regional Directors, you will develop and ensure delivery of the quality assurance and continuous improvement (QA & CI) roadmap and plan within the human resources function. Using your expertise and insight, you will work to understand challenges, create solutions, and deliver an unparalleled experience for our clients and teams. You will mitigate risk and drive opportunities to enhance operational excellence, to deliver positive outcomes, strengthen our partnerships, and promote ongoing account evolution.
Key Responsibilities
Effective Control
- Analyze current state of the business to identify problems and areas for improvements
- Embed governance framework to monitor and mitigate risks.
- Analyze compliance metrics to identify and mitigate risks.
- Complete periodic audits/spot checks to ensure system/process compliance and data integrity. Where issues are identified, establish the root cause, assist with solutioning, and implement in collaboration with account leadership.
- They develop strategies and plans to address identified issues and achieve business goals
- Identify, create, and ensure follow-up of action plans identified during quality monitoring. Escalate any issues that are not remediated promptly, partnering with the appropriate leader.
- Get ahead of aged requisition trending and initiate hyper care programmes.
- Keep process manuals, process maps and standard operating procedure documents up to date. Ensure they are easy to find and easy to use.
- Ensure robust document management and controls are in place / maintained (including
- SharePoint structure and permission management). Own the account's SharePoint sites and Teams channels.
Solution Effectiveness
- Participate in voice and diagnostic work led by the global QA team, as needed.
- Create and manage delivery of the account's QA roadmap and plan, agreed in partnership with the KF account team, global QA, and client stakeholders.
- Engage experts from KF CoEs to input and help deliver work identified and prioritized in the roadmap and plan.
- Implement new strategies, processes and technologies
- Identify and manage project risks, issues, and dependencies.
- Align with global QA and Account Leader on project prioritization and regularly report status to key stakeholders (monthly updates, highlight how KF is evolving the service in Quarterly Insight Meetings, etc.).
- Ensure robust change management plans are in place and delivered.
- Proactively identify opportunities for improvement and make constructive suggestions for change, including proposed change management steps. Leverage global QA and CoE expertise and support.
- Design and deliver process improvements, driving global consistency (with local tailoring where needed).
- Partner with global QA to resolve escalations and develop/deliver remediation plans (where needed).
- Provide training to employees to ensure they can effectively use new systems and processes.
Capability and Insights
- A subject matter expert on the account's recruitment systems, processes, and compliance requirements.
- Actively participate in KF QA and Technology Communities of Practice. Identify good practices and make these available as business insights. Participate in benchmarking and projects led by global QA.
- They monitor the progress of implemented changes and make necessary adjustments to ensure success
- Account technology lead for all tools the team has access to (ATS, AI sourcing, etc.). Ensure the team gets the full benefit from the tools, and partner with the KF CoEs and the client's technology leads to further enhance technology solutions.
- Ensure the team is trained on the account's recruitment process, systems, ways of working, QA programmes, etc.
- Initiate/prioritise training based on quality reviews, root cause analysis and troubleshooting.
- Create and/or coordinate training: track participation, evaluate results, gather feedback, and make improvements.
- Ensure training and materials are fit for purpose, sustainable and kept up to date.
- Help communicate process/technology changes.
- Drive on-time completion of mandatory training, KF new hire core curriculum and learning journeys.
Skills and Experience
- Experience delivering business consulting within a HR or HR services environment, specifically Talent Acquisition. Experience working within a BPO organisation is preferred.
- Experience working in recruitment delivery (as a recruiter/sourcer/leader), recruitment operations, continuous improvement and/or project management
- In-depth knowledge of recruitment processes and best practice, and how to drive performance and governance across a large, dispersed recruiting team (whether internal or RPO)
- Proven project and change management skills and experience. Experienced at:
- Identifying risks and developing and implementing risk mitigation strategies
- Developing, mapping, improving, and/or automating processes
- Training and/or coaching others
- Learning agility. Quickly grasp/understand processes and systems in-depth, and how everything fits together, while also keeping an eye on the big picture
- Effectively influence and collaborate at all levels, across diverse cultures, with virtual, remote, and in-person teams
- Excellent interpersonal, written, and oral communication skills
- Communicate clearly, concisely, and persuasively
- Comfortable preparing and presenting high quality documents, and distilling complex information for diverse internal/client audiences (including senior management) ensuring it is easy to understand
- At ease facilitating workshops/group discussions
- Excellent attention to detail, and advanced PowerPoint and Excel proficiency
- Proactive, and highly responsive, with strong client-orientation
- Proven follow-up, organization, and prioritization skills. Experienced operating across a broad remit, juggling responsibilities effectively in a fast-paced service environment
- Flexible and adaptable, with proven ability to manage ambiguity and quickly respond to changes
- A critical thinker, with strong demonstrated decision-making, analytical, and problem-solving skills
- Quality certification (e.g., Six Sigma, Lean)
- Intermediate or advanced Microsoft Visio and/or SharePoint proficiency
- Strong understanding of:
- Relevant legal, regulatory, and compliance requirements (e.g., data protection, pre- employment screening, etc.)
- The different recruitment systems and technologies available in the market
- Experience of one or more leading talent acquisition technologies (ATS) e.g., Taleo, Workday, etc.
- Experience working in a large matrix organization
This is a rare opportunity to become part of a newly formed regional team. If you have an interest in expanding your expertise in talent acquisition, please apply today!
