HR Manager - Service Operations Improvement (Hybrid)

Raytheon Technologies - Greenville, TX

Part-time,Full-time - Mid Level

Greenville, TX

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The HR Manager for Service Ops Improvement at RTX Corporation is responsible for leading a team focused on enhancing operational workflows and customer service delivery within the HR, Payroll, AP, T&E, and Timekeeping functions. This role involves analyzing data to identify bottlenecks, implementing process improvements, and collaborating with various stakeholders to optimize service delivery and enhance the employee experience.

Responsibilities

• Manage a team that identifies and addresses bottlenecks in operational workflows by analyzing case data, streamlining processes, optimizing routing mechanisms, and effectively managing escalated issues.
• Implement process improvements to optimize workflow and prevent future backlog accumulation.
• Collect data points to identify automation opportunities throughout the Case Life cycle, Escalation processes, and Service desk processes.
• Collect survey feedback and implement actions to improve services, tools, and end user experience.
• Partner with service owners to understand impacts to their service and enable better customer experience.
• Provide inputs to knowledge gaps and updates needed for effective Self-service Tier 0 and Tier 1 support.
• Manage routing issues and mis-assignments and work to resolve KB issues or assignment group issues.
• Work with the service desk on training issues needed for Advisors based on data analysis, survey comments, or escalations received.
• Translate and summarize data into common themes and actionable problem statements.
• Perform After Action Reviews (AARs) & Root Cause Analysis (RCAs) on projects and escapes to identify lessons learned and improvement opportunities.
• Develop, implement, and maintain process documentation, standard operating procedures, work instructions, process flow diagrams, and best practices.

Requirements

• Typically requires a University Degree in Computer Science, Information Technology, Business Administration, or related field and minimum 8 years prior relevant experience, or an Advanced Degree in a related field and minimum 5 years experience.
• Minimum 2 years in a managerial position.
• Proficient managing, querying, and reporting in ServiceNow.
• Proficiency in Microsoft Office suite software applications.
• U.S. Person (U.S. citizen, permanent resident, refugee or asylee) or eligible to obtain necessary export authorizations required.

Nice-to-haves

• Ability to work in a large and matrixed corporate environment.
• Ability to work with, and influence, all levels of management.
• Excellent written and verbal communication skills.
• Experience in Performance Analytics within ServiceNow.
• Customer service oriented.
• Strong time management and prioritization skills.
• Energetic and have an excellent work ethic.
• Desire and ability to quickly learn and apply new concepts.
• Project and program management planning and organizational skills.

Benefits

• Parental (including paternal) leave
• Flexible work schedules
• Achievement awards
• Educational assistance
• Child/adult backup care
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability
• Long-term disability
• 401(k) match
• Flexible spending accounts
• Employee assistance program
• Employee Scholar Program
• Paid time off
• Holidays