Global Process Leader

Primary DetailsTime Type: Full time

Worker Type: Employee

Provide leadership, direction and coordination of operational activities within the team, including driving change and optimize service delivery

Primary Responsibilities 
• Building a road map and future state for the operational teams with a focus on driving consistency in process, reducing process gaps and wastage, process re-engineering and improving quality
• Managing team in an effective and efficient manner to meet and deliver support to QBE strategic objectives and delivering benefit to QBE
•Provide feedback on current processes and procedures to create better customer outcomes
• Ensure consistent process enhancement due to process improvement initiatives and standardization
• Contribute to the design and application of HR processes in GSSCEO and across the Group to promote best practices and optimize employee performance
•Actively engage and build strong relationships with the business, in particular divisional HR Heads, Stakeholders and to gain commitment to support successful delivery of global HR Services
• Work closely with Business Operations Manager to drive continuous improvement culture
• Work closely with Shift Leaders to manage operations and deliver requirements
• Provide a positive environment by modeling cultural expectations and guiding team members to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
• Build relationships by managing ad-hoc project requests, gathering key stakeholder needs and sharing information to ensure team acts with a sense of urgency and aligns with expectations
•Responsible for the operation and management of process supported
• Lead the consistent application of HR Policies/ transactions and best practices throughout the work unit by reviewing performance trends, process gaps and identifying opportunities to achieve synergy and ensure effective business model/ operation
• Understand how systems are affected by business process change/transformation programmes
• Effectively handle escalations and be able to liaise with different departments to resolve the issues timely
• Able to identify reportable risks and be able to mitigate it through action plans and preventive measures
• Capable of generating reports, analyze trends/ data that supports day to day operational activities and be able to translate it into positive outcomes
• Serves as the GSSC Subject Matter Expert for the operational matters relating to the Global Process supported within People Services
•Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development
• Provide sufficient guidance and direction to direct reports
• Develop and maintain effective working relationship with the team
• Conduct regular coaching and mentoring sessions
• Motivate and develop the team(s) to ensure the required standards of performance are consistently achieved
• Conducts daily huddles with the Shift Leaders to address issues of the team and customers
Required Education 
• Bachelor's Degree or equivalent combination of education and work experience
Required Experience 
• 5 years relevant experience
Preferred Competencies/Skills 
• Shared services skills
• Process improvement skills
• Coaching and Mentoring skills
• Strong project management and planning skills
• Strong problem solving and decision making
• People Management skills
• Computer literate with intermediate PC and administration skills
• Excellent written and verbal communication skills
• Outstanding ability to review and interpret data
• A good balance of conceptual and analytical thinking and problem solving skills
• Evidence of the practice of a high level of confidentiality
• Ability to translate policy and process into simple language
Preferred Knowledge 
• Deep understanding of HR policies and end to end HR processes/ procedures
• Expert knowledge of risk and internal control concepts and experience in applying them to plan, perform, manage and report on the evaluation of various business processes /areas/functions
• Deep understanding of HR Case management tool and relevant call center systems/tools
• Knowledge/ experience in Workday administration an advantage
QBE Cultural DNA 
• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:
•We are customer-focused
•We are technical experts
•We are inclusive
•We are fast-paced
•We are courageous
•We are accountable
•We are a team
•All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices
US Only - Disclaimer 
• To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.
Global Disclaimer 
• The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.