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Abbott Manager, Service Insights in Abbott Park, Illinois

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.

Summary

This role delivers fact-based understanding and insights that guides strategies for the Global HR Services organization, including the service center and HR technology organization. This position is responsible for using qualitative and quantitative data to provide action-oriented recommendations regarding process and quality improvements for HR processes and programs supported by the HR service center and HR technology solutions teams. This individual requires the skills to build and develop in others this capability within the organization. This role will work closely with HR client managers and HR technology leads to provide insights that drive increased quality and improve the customer experience of Abbott employees. This person will also conduct root cause analysis for service issues and breakdowns, providing wholistic and comprehensive recommendations to eliminate further occurrences. Critical to this role will be ability to develop and deploy strategic insights via data driven learning about our service and customers as well as providing a foundational understanding of current customer behavior and future influences to optimize service improvements and initiatives.

Key Job Responsibilities Service Quality & Insights

  • Develop strategic and tactical recommendations through analytics and insights to measure, strengthen and optimize utilization of HR service

  • Build collective insight into customer needs, perceptions, and preferences through the capture and analysis of the Voice of the Customer. Leverage along with data insights from service metrics to draw conclusions and make recommendations for service and quality improvements.

  • Develop a thorough, fact-based understanding of customers satisfaction regarding service and service offerings; identify opportunities to improve service for HR programs

  • Conduct root cause analysis for any break in service and provide wholistic recommendation including process, technology and training.

  • Effectively collaborate with client managers and internal teams to determine requirements for service insights meetings with various HR organizations and create and execute associated analytical plan.

  • Influence service strategies and opportunities for improvement by effectively communicating data-driven insights and recommendations to key stakeholders including leaders and key stakeholders in Service Center, Practice Center and Business HR leaders

  • Prepare and maintain quality policies, processes, procedures and metrics. Review end to end processes to ensure highest level of quality in relation to HR service delivery and HR technology solutions.

  • Works with all resources within the service and technology team and other departments as needed to establish, maintain, and improve QA tools, processes, and procedures

  • Analyze process data, metrics, models and flows to identify root cause of problems and process improvement.

  • Architect and lead the design, planning, implementation, and analysis of high-value insights projects, ensuring the final deliverables are high-quality and provide impactful insights.

  • Provide strategic customer insights leadership while executing initiatives as a hands-on member of the team

  • Effectively manage, coach and develop staff to provide a work environment that optimizes talent resources necessary to achieve objectives.

Position Accountability / Scope:

  • Report to Director Service Quality and Insights

  • Manage budget and team of 3-5 direct reports

  • Provide strategic focus on insights and driving quality to ensure superior delivery of HR services to all employees and managers globally

Job Specifications:

  • BA/BSA in Market Research, Data Analytics, Quality Assurance or related fields

  • 7+ years in applicable experience, demonstrating progressive career growth.

  • Experience with call center technologies, CRM or Service Ticket applications, and Workday System of Record or similar.

  • Masters or MBA degree preferred.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com

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