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The Senior Manager, HR Experience & Operational Excellence is a strategic leader responsible for designing, developing, and deploying the enterprise-wide Employee Experience and Operational Excellence strategy within the Talent Experience & Operations vertical. This role drives initiatives that enhance the employee journey, strengthen service delivery performance, and embed a culture of continuous improvement across HR.
Job Responsibility:
Lead the design, implementation, and governance of the Employee Experience Framework
Lead the Operational Excellence tower, overseeing the identification, design, and delivery of process improvement and standardization initiatives across HR
Lead the measurement of employee and customer satisfaction across HR services through surveys, dashboards, and analytics
Act as a key driver of the Transformation agenda, ensuring experience and operational excellence principles are embedded in all service design initiatives
Maintain governance frameworks for HR service quality, experience metrics, and process documentation
Requirements:
14+ years of progressive experience in HR Service Delivery, Operational Excellence, or HR Transformation, with demonstrated leadership of global or regional programs
Bachelor’s or master’s degree or equivalent experience
Expertise in Employee Experience Design, Service Delivery Governance, and Process Excellence
Strong command of methodologies such as Lean, Six Sigma, and Design Thinking
Proficiency in HR systems (Workday, ServiceNow) and data visualization tools (Power BI, Tableau)
Experience in developing experience and performance metrics frameworks
Strategic and analytical thinker with strong execution discipline
Proven leadership in large-scale HR transformation or service excellence programs
Ability to influence senior stakeholders and lead global, cross-functional teams
Strong storytelling and data visualization skills to communicate insights effectively
Deep understanding of employee experience, service delivery models, and HR operations
Nice to have:
Preferred Certifications: Lean Six Sigma Green/Black Belt, ITIL, or equivalent
What we offer:
Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards