HR Service Excellence Senior Specialist

The opportunity

We are seeking a highly motivated and experienced HR Service Excellence Senior Specialist to optimize and enhance the delivery of HR services across Hitachi Energy. This role will focus on improving efficiency, effectiveness, and the overall employee experience through process improvement, technology utilization, and best practice implementation.

How you will make an impact:

• Collaborate with IT and HRIS teams to identify, design, test and release HR technologies (e.g., ticketing systems, self-service portals, AI-powered solutions) to automate tasks, improve data accuracy, and enhance the employee experience.
• Develop and monitor key performance indicators (KPIs) for HR service delivery, ensuring adherence to service level agreements (SLAs) and driving continuous improvement in service quality and speed.
• Champion an employee-centric approach to HR service delivery, gathering feedback, conducting surveys, and implementing initiatives to enhance employee satisfaction with HR interactions.
• Develop and maintain comprehensive knowledge bases, FAQs, and self-help resources for employees, reducing reliance on direct HR support for routine inquiries.
• Lead and support change management efforts related to new HR processes, systems, and service delivery models, ensuring effective communication and adoption across the organization.
• Stay abreast of industry best practices and emerging trends in HR service delivery, bringing innovative ideas and solutions to Hitachi.
• Work cross-functionally with various HR teams (e.g., Talent Acquisition, Compensation & Benefits, HRIS) and other internal stakeholders to ensure integrated and consistent HR service delivery.

• Bachelor's degree in Human Resources, Business Administration, or a related field. Master's degree preferred.
• 3+ years of experience in HR operations, HR service delivery, HR shared services, or a similar role with a strong focus on process improvement and customer experience. Proven experience in designing, implementing, and optimizing HR processes.
• Proven experience of HR module of ServiceNow (HRSD) and ServiceNow Employee Centre Pro (employee portal).
• Demonstrated ability to analyze data, identify trends, and make data-driven recommendations for improvement.
• Excellent project management skills with the ability to lead and manage multiple initiatives simultaneously.
• Exceptional communication, interpersonal, and stakeholder management skills.
• Lean Six Sigma or other process improvement certifications are a plus.