Fresenius core values:
Fresenius Medical Care is a people business. Our success depends on having the best and brightest employees, and helping them attain their personal and professional goals while delivering excellence in patient care and business results. Our employees embody our culture which is based on six core values supporting our promise to improve the quality of life of every patient every day. These core values are: Patients and Partners First, Honesty and Integrity, Quality and Compliance, Collaboration, No-Limits Mindset and Results Oriented.
As a member of our Global HR Operations Support team, this role seeks an highly motivated, experienced and dynamic Quality Assurance & Continuous Improvement Manager to join our HR Operations Support team.
This role is pivotal in ensuring the delivery of high-quality HR services by implementing robust quality assurance processes and driving continuous improvement initiatives and culture. The incumbent needs to be highly collaborative to work closely with the HR Operations Support leaders & team,
hub leaders, CoE and other HR & business stakeholders across our global organization.
This is a Team Manager role with global scope, will lead a small team of specialist/ senior specialists who will manage Quality Assurance for the shared service hubs.
Your responsibilities:
Collaborate with HR Shared Service Hubs:
Work closely with HR hubs to understand operational processes, challenges, and performance metrics.
Foster strong collaborative relationships to align quality assurance strategies with the goals of each hub.
Conduct Quality Assurance Activities:
Perform regular quality assurance assessments for a range of HR services, including case management, calls, chats, and other operational processes.
Develop and implement standardized QA methodologies to maintain consistency across hubs and accuracy in evaluations.
Results Analysis and Reporting:
Analyse QA results, identifying trends, areas for improvement, and areas of excellence.
Prepare comprehensive reports and share insights with stakeholders, ensuring transparency and accountability.
Root Cause Analysis (RCA) and Action Planning:
Lead RCA sessions to identify the root causes of deviations and discrepancies in service delivery.
Formulate action plans collaboratively with HR Hub teams to address identified issues and drive continuous improvement.
Continuous Improvement Initiatives:
Drive and champion continuous improvement initiatives based on QA findings. Propose and implement innovative solutions to enhance operational efficiency and service quality.
Work closely with cross-functional teams to implement process enhancements to elevate the efficiency and effectiveness of HR services.
Supervisor Training and Empowerment:
Develop and deliver training programs for HR Hub supervisors to enable them to conduct effective QA assessments for their teams.
Provide ongoing coaching and support to supervisors, fostering a culture of self-assessment and improvement.
Performance Metrics and Monitoring:
Establish and monitor key performance indicators (KPIs) for the QA and continuous improvement sub-function.
Conduct regular assessments to ensure the team is meeting established performance targets.
Stakeholder Engagement:
Engage with key stakeholders, including HR Hub leaders & other relevant teams, to align quality initiatives with broader organizational goals.
Seek and incorporate feedback from stakeholders to enhance QA processes and strategies.
Our requirements:
Degree with focus on Human Resources or Business Administration
10-12 years’ experience in different HR functional areas ideally in HR operations or shared service roles in a global environment.
Proven experience in quality assurance and continuous improvement within an HR shared services environment.
Strong analytical and problem-solving & & critical thinking skills with a keen attention to detail.
Excellent communication and interpersonal skills with the ability to collaborate across diverse teams effectively with multicultural stakeholders within and outside HR in a mostly virtual work environment.
Familiarity with HR processes, systems, and industry best practices.
Experience in change management and driving a culture of continuous improvement with ability to manage improvement initiatives independently under minimum guidance.
Proficiency with Workday, ticketing system or other cloud-based HR solutions would be preferable.
Ability to deal with ambiguity and to operate in a global decentralized environment where system and process are yet to be aligned.
Good communication skills, team player, collaborative and influencing skills
Our offer:
Private medical care in LuxMed,
PZU life Insurance,
Unlimited international travel Insurance,
Benefits System platform (multisport card, cinema tickets, online shopping etc.)
Language courses reimbursement,
Work abroad possibility (up to 30 days / year)
Recommendation programme
Life milestone bonus
Holiday allowance
Childcare refund
Occasional gifts
As long as the job advertisement is displayed, you can apply quickly and easily.
We care about sharing information and experiences as this helps us learn from our mistakes and each other. We tackle challenges together by reaching out to colleagues both near and far. We communicate openly.
We challenge the status quo and show interest in what happens around us. We ask questions to clearly understand what needs to be done and take ownership of the results.
We live up to our own expectations, show respect and lead by example. We act with integrity and in line with our standards every day.
We make things better today than they were yesterday. We pitch ideas on how to improve and innovate.
Empowering people. Advancing care. Inspiring with our purpose and values.
Everything we do here is about making people’s lives better, simpler and longer. Our teams work cross-functionally to reproduce the complex function of kidneys with treatments that meet high quality standards, improve clinical outcomes, and are sustainable and compliant. Internally, we promote diversity and inclusion as key elements of a positive, supportive work environment. Our values support our mission to develop high quality products and services, to have a positive impact on the health and wellbeing of patients, and to lead Fresenius Medical Care towards a successful, sustainable future.
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