SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

CUSTOMER COACH - you will have the skills and ability to demonstrate that you can:

• Build expertise with focus on the customer - have the curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions.
• From Service transaction to Customer journey, can assess the client’s situation, fundamental wishes and needs, also in unstructured context, and to add more value than the customer expected throughout the full customer journey and over omni channels.
• Have the ability to collaborate effectively without boundaries (across teams, countries, languages, tools) colleagues, customers and network with his/her expertise, confidence and style.

YOUR ROLE: As a member of the GTS Centre of Excellence you will act as a process and tooling expert.

You will drive the adoption of standard processes, tooling and digitalisation with a view of improving the maturity and effectiveness of the Support organization to provide a harmonised customer experience.

You will work with the Customer Experience team to gather insights on the customer experience and translate them into standard processes and flows. You will work closely with the Service Management Tooling experts to implement the improved flows into the service management tool.

ROLE & RESPONSIBILITIES:

• Apply lean principles to optimise current support processes and flows and improve the customer experience
• Partner with the Customer Experience team to gather customer feedback and insights and identify pain points and improvement areas
• Translate customer experience findings into actionable process improvements and tool enhancements
• Ensure that process changes contribute to a harmonised customer experience
• Work closely with Service Management tooling to support the roll out of new tools and technologies and ensure their seamless integration into workflows to improve employee and customer experiences
• Develop and deliver training programs to maximize tool adoption and proficiency among employees and customers
• Work with GTS managers to identify and prioritise continuous improvement and automation opportunities to drive operational efficiencies
• Facilitate the creation of a knowledge base for GTS using AI to improve self-help for internal and external customers
• Promote process standardization and elimination of non-value-added work within GTS
• Support the implementation of standard dashboards for KPI reporting across the support teams
• Ensure data quality and drive action plans in collaboration with GTS managers to improve data quality for accurate KPI reporting
• Draw insights from GTS service management data across market to continuously improve the support function

OUR EXPECTATIONS:

Thinking and Acting Outside In

• Ability to proactively capture new evolutions in the area of expertise and translates these insights into ways of working, processes, products, services, reviews, lead innovation assignments of expertise/knowledge in the organization.
• Ability to proactively question current expertise, seek and/or find new expertise to the own functional team and the teams in the value chain.

Agility

• Ability to advise innovation projects for new products and new processes, through in-depth knowledge of legacy and business processes, customer expectations and market and industry trends
• Ability to develop and advise a large portfolio of external and internal customers with complex needs/contexts, and plans leading to highly satisfied customers, also in the long run. Shines when it goes wrong with a focus on the full customer journey.
• Ability to build and share expertise both within the business and supporting units or the customer organization, independently of cultural and linguistic barriers.

Connecting

• Ability to develop productive networks within and outside SD Worx Group, with customers in the market and in the network of technical expertise. Be recognized as a trustworthy source of information/expertise, be searched for expertise related coaching.
• Ability to leverage broad networks to influence, to negotiate or to mediate or to coach effectively to a win-win solution for complex themes and with senior level stakeholders from the customer environment or from SD Worx Group.
• Stimulate the environment of open networks for expertise and knowledge sharing, inspiring and coaching others to become part of it and actively participate.

KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE

Essential

• Diploma/bachelor’s degree in information technology / business management or a related field
• Proven experience in continuous improvement and/or transformation projects involving new technologies rollout
• Ability to translate customer and business needs into optimised flows
• Ability to facilitate organizational change
• Strong interest in automation and AI
• Self-management and self-awareness skills
• Proficiency in English and excellent communication skills
• Experience working with Service Now would be considered an asset

What do we have to offer?

• Leaves: all types of leave granted from day 1 (annual leave, sick leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years
• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate
• Monthly fixed transport allowance
• No deduction for using the company’s transport after work
• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years
• Fixed internet allowance for home use
• Career break option
• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)
• Yearly performance review with remuneration review
• Yearly company bonus
• Car loan: subsidized interest facility
• Referral program
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.