KORNFERRY Hiring for Global Talent Acquisition Quality Performance-Lead Job at Remote Full Time

The role

This is a key role in supporting our Global Account Leader and 4 Regional Directors to deliver robust and continually improving talent acquisition services to our global marquee client (a world leader in communications technology). With a deep understanding of recruitment operations and/or HR service delivery, you will provide an objective voice with both the client and operations leaders to ensure the overall health of the account is continually monitored. You will work across the account to ensure consistency and compliance, and identify early warnings, which will include monitoring and analyzing KPIs, SLAs, contract management adherence, productivity metrics, etc. You will support the leadership team to identify opportunities and the root causes of issues, share findings, help design and deliver improvement plans, and drive to resolution in close collaboration with senior leadership.

Scope:

• This is a global role and involves working with stakeholders across APAC, EMEA and LATAM. Work timings will need to be flexed accordingly.
• The role is remote based, with occasional travel to the local Korn Ferry office (London or Manchester).
• The role reports into the Global Account Lead, with a matrix reporting line to the Vice President of QA.

Responsibilities:

Account performance oversight

• Conduct robust monitoring across the account to ensure consistency and compliance, and identify early warnings:
• Execute assurance review / deep dive schedule. Conduct data and process reviews (e.g., ensure process workflows are adhered to, etc.):
• Get ahead of aged requisition trending and initiate hyper care programmes
• Monitor and analyse KPIs, SLAs, contract management adherence, productivity metrics, etc.
• Identify root causes (of process non-compliance; data quality and data integrity issues, etc.), share findings, and drive to resolution in close collaboration with senior leadership.
• Carry out regular quality spot checks and provide feedback to individuals with markdowns/quality errors. Conduct knowledge gap analysis and identify recurring/thematic issues.
• Report / escalate quality status and provide early-stage guidance, with a focus on risk mitigation and realising opportunities.
• Escalation/account recovery: identify quality issues and root causes. Propose remediation plan, gain agreement on proposed actions, and partner with the relevant teams on action planning and delivery.

Objective feedback loop (so both clients and operations teams feel supported)

• Provide an objective voice with both the client and operations leaders to ensure overall health of the account is continually monitored and we understand client sentiment on an ongoing basis (we stay super close to client sentiment – no surprises).
• Ensure voice of recruiter is heard as part of account diagnostics, so we understand their lived experiences and drivers, and use this to drive engagement, retention, and talent planning.

Solution enhancements

• Implement a structured approach for framing and understanding issues and opportunities across the account so they can be converted into a tailored continuous improvement (CI) roadmap.
• Support the development and maintenance of the operational CI roadmap for the account. Partner with the relevant stakeholders to:
• Identify, design, and deliver incremental improvements, planning and managing upstream and downstream impacts (e.g., reporting, technology, training), etc.
• Where radical redesign is required (re-engineering, automation, etc), engage the relevant teams and participate in process design and/or delivery activities, as needed.
• Help articulate the journey of solution enhancement, ensuring that value and impact are realised.
• Ensure robust change management plans are in place (and delivered) in each region / account-wide.

Advisory on best practices

• Maintain and ensure adherence to Governance Toolkit and Templates, in line with EMEA RPO standards (e.g., RAIDs log, weekly updates, project plans, etc.).
• Process excellence:
• SME and trusted advisor; overall point of contact for process questions and escalations
• Conduct (process) benchmarking
• Drive consistency, adoption, and integration of quality standards within processes
• Communicate process updates to the team
• Keep process maps, guides and supporting documentation up to date – ensuring they are comprehensive, accessible, and user-friendly.
• Training:
• Ensure training collateral is fit for purpose, sustainable and kept up to date
• Drive on-time completion of mandatory training across the team
• Share best practices and deliver training based on quality reviews, root cause analysis and troubleshooting.
• Ensure robust document management and controls are in place / maintained (including SharePoint structure and permission management). This role is the lead owner of the account SharePoint sites and Teams channels.
• Present monthly achievements/performance to the Global Account Lead and VP QA.

Community and collaboration

• Actively participate in the KF RPO QA community. Support knowledge/best practice sharing across accounts (including participating in benchmarking work). Identify and capture good practices and make those available as business insights within the KF RPO QA community.
• Build and maintain a strong cross-functional network, to ensure that the principles and practices of good delivery governance and discipline are balanced with innovation and the evolving needs of our business.
  • Develop relationships with all levels of KF RPO: Operations, Sales, Implementation, Reporting COE, etc.

Skills and attributes for success:

• Experience working in an operational and/or governance role, in a service delivery environment
• Demonstrated experience operating across a broad remit and working on multiple projects/initiatives simultaneously. Quickly grasps/understands processes and systems in-depth, and how everything fits together, while also keeping an eye on the big picture
• Experience working in HR and/or recruitment delivery (as a recruiter/sourcer/leader)
• Experienced with process mapping and improvement, automation of manual processes, and use of technology to generate efficiencies and scalable outcomes
• Proactive and highly responsive, with strong client-orientation
• Someone who delivers and operates at pace
• Good client management skills, with a demonstrated ability to engage, influence and collaborate with stakeholders at all levels of the organization, building relationships between global and local teams
• Cultural sensitivity and global mindset, with a proven ability to build virtual networks across different cultures
• Excellent interpersonal, written, and oral communication skills
• Comfortable preparing and presenting high quality documentation, reports, and presentations for senior management; and distilling complex information to be easily digestible for a variety of audiences
• Excellent attention to detail, and advanced PowerPoint and Excel proficiency
• Critical thinking, with strong demonstrated decision-making, analytical, and problem-solving skills
• Self-directed, with proven follow up, organization and prioritization skills
• Strong organizational savvy and learning agility
• Flexible and adaptable, with proven ability to manage ambiguity and quickly respond to changes

Ideally, you’ll also have:

• Quality certification expertise (e.g., Six Sigma, Lean)
• Experience conducting programme health-checks
• Intermediate or advanced Microsoft Visio and SharePoint proficiency