Employee Experience - Europe Senior Manager

We're looking for the Employee Experience - Europe, Senior Manager. This position reports to the VP of HR Services Europe and is located Warsaw. The scope includes all the activities related to the management of the Employees inquiries, complaints, feedbacks, from the management of the tickets received through phones, calls, chats, to their resolution, either directly by the PeopleLink teams, or by reassigning the tickets to the proper level of expertise. It also includes the management of the knowledge base, the expansion of the SelfService, the animation, administration, support of the Employee Experience platform ServiceNow, and the leadership of key digital projects such as chatbots. The geographical scope includes all HR inquiries raised by Employees across Europe (circa 50.000 employees, across 38 countries). The role requires strong ability to manage operations while leading an in depth service transformation, to fully leverage self service and digital opportunities, while placing employee experience at the heart. Stakeholders include HR Services regional and global leaders, Schneider Digital leaders. What will you do? Ensure the services provided by the team meet the requirements of the SLAs. Track the performance of processes and services delivered. Ensure high level of satisfaction of services users, leverage all satisfaction surveys and employee experience scorecard to relentlessly identify and implement opportunities to improve satisfaction. Animate the service delivery platforms for Europe, with teams in the UK, in CIS, in DACH, in Italy and in the regional Hub in Warsaw. Lead, Develop, Professionalize the teams. Animate, coordinate regional Customer Inquiries tool enhancements, administration and support. Participate, influence global governance for prioritization definition and reviews, (re) qualify and (re) prioritize regional requests, influence SLAs, align regional stakeholders expectations, empower level 2 teams for more agility. Perform regular feedbacks sessions on the tools and processes. Coordinate Management of Change at country level to ensure best adoption of tools evolutions. Drive Self Service adoption: perform demand analytics on tickets to detect highest opportunities, coordinate, animate network to enrich knowledge base, drive content creation best practices, monitor KB indicators to continue to improve Be a strong support, enabler of any new digital opportunity and / or transformation project within the zone, such as chatbot, entreprise assistan delivery model, etc., Qualifications What will help you to be successful? Master degree in HR or Business Administration Fluent English + one European language (preferably French or Polish) 7 years of experience in team management in SSC/BPO organization Recognized experience in Management of a Call/Customer Center team Strong proficiency level in problem solving, change management, customer analytics, team leadership Passion for digital Transformation leadership, change management What do we offer? Exciting job in an international company, with opportunities to lead and contribute to different projects & actions (e.g. CSR, charity, Employer Branding, Well-Being) Work in a diverse and supportive team of professionals. Do you want to get to know us better?Follow us on Facebook! Wide choice of benefits and working tools (sports card, lunch vouchers, medical care, life & group insurance, holidays & languages subsidiary) Operating according to LEAN methodology Possibility to use foreign languages and to collaborate with cross-region teams If you would like us to take your candidacy into account in this and in future recruitments, please submit your consent in CV: I hereby give my prospective employer consent to use and process provided by my personal data relating to my job application, necessary to carry out this and future recruitment processes, over the next 3 years, in accordance with the Regulation of the European Parliament and Council (EU) 2016/679 of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46 / EC (General Data Protection Regulation), hereinafter referred to as