Service Excellence Lead

**General Information**:

- Date Published- 13-Sep-2024- Advertising Ends- 23-Sep-2024- Country- New Zealand- Location- Auckland, Hamilton & North Waikato- Role Type- HR- Work Type- Permanent- ID#- 9441**Position Description**:
**Our Co-operative**

**Fonterra’s strength is in the collective | Te Mātāpuna toa takitini**
- We are a Co-operative created and owned by Aotearoa New Zealand dairy farmers. Since our beginnings, collaboration, innovation, and passion have enabled us to share the goodness of our dairy with the world. We're committed to caring for the land, our animals, and every drop of milk, producing nutritious food with safe, quality ingredients loved here in New Zealand and around the world.

As part of the Fonterra Co-op, you'll be solving for a better future alongside a team connected by solid values as we strive to be a leader in dairy sustainability, dairy innovation and science, with a focus on New Zealand milk.

When you join Fonterra, you'll open yourself to a career of opportunities where you can grow with us by developing your skills, sharing your knowledge, and exploring diverse career paths that ignite your passions.

**About Us| Ko wai mātou**

We're on the cusp of something special - something transformational regarding service delivery for Fonterra employees and the careers of those who are part of our People and Culture journey. We've applied fresh thinking, cutting-edge tech, and an unwavering customer service philosophy embracing innovation to unlock People and Culture solutions for our global employees while unlocking impressive career opportunities in the process. We're proud and excited to be changing the game when it comes to people-centric solutions.

**About the opportunity | Te whiwhinga mahi**

We are seeking a dynamic and motivated Service Excellence Lead to join our team

Reporting into the Global Service Excellence Manager, you will have a customer centric approach with the end user at the heart of everything you do. You will play a pivotal role in overseeing and directing projects centered around improving overall service delivery, optimising processes and enhancing operational efficiency, ultimately striving for simplification and “making things easy”.

Leveraging the power of data, you will uncover valuable insights to cultivate a culture of excellence, innovation and ongoing learning.

You will also get the opportunity to:

- Identify opportunities for process improvement, develop strategies to address these opportunities, and implement changes that enhance efficiency and effectiveness.
- Lead and manage service excellence and continuous improvement projects from inception to completion.
- Regularly analyse data to identify trends, patterns, and insights that can inform decision-making and strategy development
- Support change management efforts related to service excellence and continuous improvement initiatives
- Drive quality capability planning and delivery across People Solutions

**About you | Ko wai koe**

You're a passionate and results-oriented professional with a drive for HR operational service excellence and can inspire and lead others. You will have exceptional prioritisation and agility, with an unwavering ability to shift from one priority to the next.

Putting the customer at the heart of every interaction, you bring a strong focus on understanding and addressing needs with precision and care. In this role you are not just providing solutions but are able to articulate the ‘why’ behind continuous improvement initiatives as you bring and guide diverse stakeholders along every step of the journey.

To be considered for this opportunity, you will have:

- A passion for working in partnership across our P&C community to create a high-impact P&C function and service
- Strong interpersonal and influencing skills, with the ability to quickly build trust across diverse stakeholders.
- Understanding or exposure of service management within Service Now is preferred but not essential

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**The benefits of life at Fonterra | Te ora i Te Mātāpuna**

Our people and what they bring to our Co-op shape our success. We have a collaborative culture, inspiring leaders, and passionate people, making Fonterra a great place to work. We also offer competitive remuneration and a range of benefits, regardless of your role or location.

**Our story | Ō mātou kōrero**

Being part of Fonterra means being part of a unique history, realising the potential of dairy for generations to come, and solving for a better future together.
- Whanaungatanga, our Co-operative spirit, guides a common strength and purpose.
- Manaakitanga is how we care for all our people at the heart of what we do.
- Kaitiakitanga ensures we care for the land, farming in a way that regenerates our farms and environment for futur