Service Excellence GPO

Life tastes better with ice cream  With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.  We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.   What truly sets us apart is how we work.   We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.   We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.   The role The Magnum Ice Cream Company has recently completed the first phase of its HR transformation, in which we introduced new systems, processes and ways of working. HR services are delivered to our employees worldwide through HR hubs in Pune and Mexico. Our focus will therefore now be on operational excellence: embedding these changes, improving the employee experience and measuring the performance of our services. The HR Service Excellence Manager will lead service excellence for our HR hubs in Pune and Mexico, defining our service framework and designing the service experience across HR services. The role will act as HR’s custodian of ServiceNow and MIA (HR digital bot) and will define how we can use AI to improve HR services, user experience and continuous improvement across our HR service delivery platforms. It will be responsible for enhancing service performance, embedding customer-centric practices and leveraging data-driven insights from service data and reports. It will also take initiatives that integrate process optimisation, SharePoint-based solutions and visual management to improve service delivery, transparency and the overall employee experience. What you'll be responsible for 1. Service Excellence and Employee Experience • Lead service excellence for the HR hubs in Pune and Mexico, defining the HR service framework • Design the employee experience framework for HR services and embed an AI-first mindset across the HR services environment • Design and manage employee satisfaction surveys (CSAT/NPS) within ServiceNow, analysing feedback and service data to identify pain points and build actionable insights • Drive initiatives that improve the end-user experience and service adoption 2. HR Service Platform Ownership • Act as HR’s custodian and functional lead for ServiceNow and MIA (HR digital bot) within HR Operations • Drive continuous improvement of ticketing workflows, categorisation and resolution efficiency