Process Leader – HR Operations

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Capita

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

🛡️ Insurance

💰 Seed Round on 2018-01

Consulting • Healthcare • Insurance

Capita is a business focused on providing essential internet services related to the management of cookies on websites. Although the text is primarily informational about cookies and their legal implications within the EU, Capita likely deals with compliance and privacy policies to help businesses adhere to regulations, ensuring effective data management and user experience online.

📋 Description

• Support the team and act as a line manager • Manage operational teams to ensure delivery of quality services, including Workday-related services • Build team capability to deliver high-quality customer support • Ensure team guidance aligns with Service Level Agreements • Work toward team goals and excellent customer service in line with procedural and service-level requirements • Share knowledge and expertise to support development of others • Support operational service delivery in accordance with client contracts, legislation, policy conditions, business rules, procedures, and legislative/regulatory frameworks • Analyze and measure the quality of critical processes • Provide weekly and monthly one-to-one feedback to direct reports to improve quality • Escalate queries to the team manager, discuss solutions, and cascade solutions to associates • Identify and analyze trends, patterns, and connections between issues to guide strategy and activities • Suggest improvements to products and services and support efficiency initiatives to maximize client results

🎯 Requirements

• Experience supporting and line-managing operational teams • Ability to manage delivery of quality services and customer support • Ability to build team capability through training and coaching • Ability to work to Service Level Agreements, client contracts, policies, procedures, and business rules • Knowledge of applicable legislation and legislative/regulatory frameworks • Ability to analyze process quality and provide structured feedback • Ability to escalate queries, develop solutions, and cascade guidance • Ability to analyze trends, patterns, and underlying factors systematically • Ability to identify product and service improvements and support efficiency initiatives • Workday operational-services experience is referenced as an example of service delivery