Quality and Training Officer

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh
HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

1. Main purpose of the job

The Quality and Training Manager plays a pivotal role in amalgamating the responsibilities of Change Management, Continuous Improvement, and Process Automation within HelloFresh's HR Shared Service Center (SSC) in Manila. Reporting to the HR Shared Services Lead, this position oversees the development and implementation of quality assurance frameworks, change management strategies, continuous improvement initiatives, and training programs to ensure operational excellence and seamless transitions within the HR SSC.

2. Responsibilities and duties

Quality Assurance and Continuous Improvement:

• Establish and implement quality assurance frameworks to uphold operational standards and drive continuous improvement within the HR SSC.
• Champion the adoption of lean principles and Six Sigma methodologies to streamline processes and enhance efficiency.
• Identify areas for improvement through comprehensive data analysis and lead initiatives to optimize HR processes.

Change Management and Training:

• Develop and implement change management frameworks tailored to the HR SSC's needs, ensuring effective organizational transitions.
• Create comprehensive training curricula aligned with change management strategies to support employee development and transition readiness.
• Assess the effectiveness of training programs and adjust strategies as necessary to meet evolving needs.
• Facilitate process and process improvements training, whenever appropriate

Process Automation Integration:

• Collaborate with stakeholders to identify opportunities for process automation and enhancement within the HR SSC.
• Contribute to the development and implementation of an automation roadmap, overseeing the integration of automation solutions to optimize processes.
• Lead piloting and testing of automation solutions, making data-driven decisions to improve performance and efficiency.

Communication and Stakeholder Engagement:

• Communicate change initiatives, quality standards, and training programs to all relevant stakeholders, ensuring engagement and alignment.
• Foster strong relationships with country stakeholders, HR teams, and cross-functional partners to facilitate collaborative change and improvement initiatives.

3. Skills and preferred qualifications

Qualifications:

• With at least three years of experience in a similar capacity within an HR Shared Services Center (SSC) environment.

• In-depth experience in Change and/or Project management

• Preferably with Six Sigma Yellow/Green belt certification.

• Proficiency in lean methodologies and experience in implementing automation solutions such as RPA and chatbots.
• Strong understanding of HR processes and systems, with a focus on driving operational excellence.

Skills and Competencies:

• Excellent project management skills with a proven track record of implementing effective change strategies and process improvements.
• Outstanding communication and presentation abilities, with the capacity to build strong relationships across different functions and levels.
• Analytical mindset with strong problem-solving capabilities and a focus on data-driven decision-making.
• Ability to thrive in a fast-paced and dynamic work environment, demonstrating adaptability and innovation in driving continuous improvement.
• An individual contributor with strong interpersonal, collaboration, and influencing skills.

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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