Head of Service Experience & Process Excellence, People Operations

Job Description - Head of Service Experience & Process Excellence, People Operations (24000141) This leadership role will be in the Group HR People Operations team that provides HR services relating to the employee’s life cycle and career with the Bank. The People Operations team manages the preparation of letter of offer, on-boarding activities, employee declarations, pre and post employee screenings, benefits assignment, records management, and activities related to the Representative Notification Framework for financial advisers. Moreover, they also maintain staff movements within the bank as well as across subsidiaries, ensuring strict adherence to employment laws in its respective jurisdiction, handling of work visa including dependents and employee life cycle related matters. You will drive the delivery of service improvements and actively participate in the Digital Transformation initiatives involving Group HR. You will lead the HR Service & Process Excellence team to provide best-in-class HR services and drive operational excellence in support of HR activities across OCBC by shaping strategies, redefining systems, creating processes, and delivering results. You will:

1. Develop, implement, and review the HR Service Excellence strategy, initiatives and plans to support the overall HR service needs in alignment with the organization's overall strategic objectives and HR vision.

Own and drive HR service excellence across the Group, maintain HR Service Delivery Model and Service Catalogue to ensure and enhance consistency, efficiency, and quality in HR services. Define and maintain case management protocol and escalation processes in line with the latest HR technology adopted. Manage operational metrics and service level agreements (SLAs) tracking dashboard, provide insights to identify areas for improvement in operational efficiency and service excellence across HR function. Provide advisory, planning, and implementation support to other HR teams within People Operations in continuous improvement projects to enhance efficiency and excellence in HR service. Continuously review HR processes within People Ops and incorporate customer-centricity approach in processes while ensuring appropriate risk management protocols are in place. Identify areas of improvements in daily HR processes by leveraging the insights from COE, HRBPs, and People Operations workstreams. Identify platforms/enabler/services guidelines required and deliver the targeted experience with pertinent HR teams. Qualifications People are our most important asset. So, you’ll be joining an HR team that provides thought leadership and advice on people in the organisation. An industry leader in futureproofing and transforming our workforce, driving development and continuous learning, we develop talent to their fullest potential. Providing the best possible employee experience is the core of what we do as our people’s success defines our success. Requirement

• Seasoned Human Resource professional with over 15 years of HR experience in areas including HR operations, HRIS, payroll management, business partnering, performance management, talent management, employee/industrial relations.
• Minimum 8 years of leadership experience including prior experience in overseeing a team.
• Strong experience in HR Technology as well as operating model transformation programs in sizeable organizations.
• A strong collaborator, communicator and competent to work independently as well as with stakeholders from various units within Group HR and the Bank.
• Excellent problem-solving aptitude with high degree of attention to detail.
• Proficient in storytelling via excel, dashboarding and power points as well as delivering presentations to senior management.
• Bachelor’s degree or equivalent.
• Prior experience with HR Shared Service Hub-Spoke model in SE Asia would be desirable.

We offer competitive base salary, leave and medical benefits. Hybrid working for certain roles. We are an equal opportunities employer. Singapore’s longest established bank, we’ve been helping people and businesses get what they want from life since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Embracing technology and creativity to become a future-ready learning organisation. But for all that change, the entire focus of our organisation remains to be Simply Spot On in everything we do. And so, whether you want to innovate needs-based financial services in a friendly supportive team; build lasting value in your community; help people grow their business, assets, and investments; take your learning as far as you can; or simply enjoy a vibrant, future-ready career, Your Opportunity Starts Here. #J-18808-Ljbffr