- Customer Service
- Talent Management
Appirio, a Wipro Company helps customers create next-generation Worker and Customer Experiences using the latest cloud technologies. Our free-thinking consultants deliver unmatched customer value by creating actionable strategies, delivering results quickly, and helping organizations adapt to a new experience-driven era. We do this by harnessing the power of thousands of pre-built solution accelerators and consultants committed to delivering a different experience in cloud technology advisory. Appirio is a trusted partner to some of the world’s largest brands, including YP, Cardinal Health, Coca-Cola, eBay, Facebook, Home Depot, Sony PlayStation, Moen, and IBM.
The Managing Consultant for HR Service Delivery (HRSD) is a seasoned expert in the HRSD space, often managing across a portfolio of projects in collaboration with internal resources and external client teams.
The Managing Consultant is responsible for developing and executing successful HRSD strategies that include People, Process & Technology initiatives to help HR organizations meet evolving business and Employee Experience needs, leveraging Workday HCM as well as other business processes and service providers.
We seek a candidate with deep HRSD functional knowledge and industry experience who can engage key business leaders and stakeholders to identify business challenges, develop solutions, present recommendations that deliver tangible business benefit, and see them through to deployment.
This senior-level role will work with executives, senior managers and project teams to ensure overall project success. Travel expectations vary based on the project; willingness to travel 60% of the time or more, depending on project and other demands, is required.
Leverage people, process and technology to establish a global/regional HR Service Delivery strategy that aligns to the business strategy, engages stakeholders and supports the development of a “World Class” human resources organization
Advise customers on HR Organization and service delivery models, SaaS solutions, customer service and case management systems, usage of AI-powered platforms, leveraging workforce and support analytics, employee relations, and related toolsets
Lead senior business stakeholders through HRSD transformation activities, beginning with discovery through delivery of business value designed at streamlining business processes to achieve optimal performance
Development of customer service centers from the ground up and coordination of ongoing service delivery - COEs, SOPs, SLAs
Design training programs focused on customer service etiquette, problem-solving and communication skills.
Proven ability to build relationships with constituents, including clients, internal teams, and consulting partners
Collaborate with sales during the pre-sales/discovery stage to research and understand client business challenges and drive towards value-added solutions
Contribute to the development of delivery tools and resources, thought leadership, and client offerings through personal experience and perspective
Manage and lead resources assigned to project
Education and Required Experience (Requirements)
Bachelor’s Degree or an advanced degree in the area of specialization or equivalent combination of education and experience
A combination of the following:
5+ years direct consulting experience in HR or equivalent field, including the standing up of HR, Finance, Procurement or other internal service centers
10+ years of broad general business experience and knowledge across many disciplines including; Business Process Analysis, Functional Transformation, Project Management, Process Improvement, Leadership Facilitation, and Change Enablement
10+ years of broad HR experience in the domains of Core HCM, Talent Management, HR Service Delivery and/or HR Transformation
Progressive and professional experience leading/supporting Human Resources for large-scale global projects spanning multiple vertical markets
Experience with challenging current thought process and status quo of business stakeholders regardless of the audience
Demonstrated experience collaborating and communicating with a diverse set of people across groups and organizational levels
Enthusiastic, professional and confident team player with a strong focus on client success who can present effectively even under adverse conditions
Must demonstrate the ability to work independently, prioritize multiple objectives in a rapidly changing environment, and ensure delivery of quality products
Possess the ability to influence various stakeholders and strategic direction without direct control/authority
Executive level communication skills and experience interacting with various levels of stakeholders
Strong writing skills including the ability to synthesize information into clear, concise messages both for detailed analytical reports and executive summaries
Ability to work from home and travel up to 60% or more
Not eligible for visa sponsorship
We are an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.