ConvaTec Jobs

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com

Key responsibilities

• Metrics – Maintain global support metrics and measures dashboards to monitor performance, adherence to SLAs and identify areas of improvement.

• Knowledge Management – Support the knowledge management lifecycle strategy, monitoring and ensuring all knowledge is accurate, and added in a timely by partnering with knowledge owners and authors.

• Maintain BAU activities in the ServiceNow platform, such as assign HR user roles, maintain user groups, and other activities, as needed, while tracking changes to tools and processes i.e., MyServices workflows.

• Training Management: maintain training content and tracking of GBS Induction and Operational License training.

• Continuous Process Improvement – Uses data from all Service Management activities and partners with CI to identify performance strengths, weaknesses, correlations, and trends that reveal opportunities for improvement in terms of technology, procedures and policies. Through data driven decision-making, identifies opportunities to continually enhance service delivery and align processes to current and future business needs, managing projects and supporting the partnership with Change/Communications to drive adoption of improvements.

• Surveys – maintains Support Center surveys to ensure customer satisfaction is high and employee experience is positive. Analyze results of surveys to determine areas of improvement.

• Service Level Agreements - maintain SLAs for the global support centers.

• Capacity Management – facilitates capture of future demand of services based on past volumes and projected volumes due to business development, making recommendations to the GBS Tower Leads on resourcing, work balancing and future capacity considerations.

Key requirements

Outline the essential competencies and characteristics that candidates must demonstrate to contribute to our diverse, inclusive culture and succeed in the role. These may include:

• Undergraduate Degree and Professional Human Resources or HR Support Services experience

• Proficiency in English

• Global support experience

• Proficiency in metrics and support SLAs

• Shared Services Service Management experience (preferred)

• Strong analytical skills, with excellent verbal and written ability

• Proficiency with related software tools including, but not limited to, HRIS Systems, SharePoint.

• Microsoft Office, Excel, Ticket Management.

• Bound by ethical and professional HR Standards

• Professional HR Certification preferred.

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A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com .

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Already a Convatec employee?

If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!