Abbott Manager, Service Insights in Abbott Park, Illinois

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Summary

The Manager, Service Insights delivers fact-based understanding and guidance on service excellence and insight strategies for the Global HR Services 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. Additionally, this individual will be tasked with building and developing this capability in others within the Global HR Services organization. This role will work closely with HR client managers and HR technology leads to provide insights that increase quality and improve the customer experience of Abbott employees. This will manage the team charged with identifying areas of improvement and excellence within the HR service organization and assisting in conducting root cause analyses, providing wholistic and comprehensive recommendations to eliminate or minimize further breakdowns and highlight when it goes right. Critical to this role will be ability to develop and effectively deliver data driven narratives, conclusions, and advice on our service and customers to provide a foundational understanding of current behavior and influence future service improvements and initiatives.

Key Job Responsibilities Service Quality & Insights

  • Develop focused and actionable recommendations through data analysis to measure, strengthen and optimize HR service

  • Build collective insight into customer needs, perceptions, and preferences Leverage along with 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 offerings; identify opportunities to improve service for HR programs

  • 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

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

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

  • Review end to end processes to ensure highest level of quality in relation to HR service delivery and HR technology solutions.

  • 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

Minimum Education:

  • Bachelor's in Market Research, Data Science, Analytics, Quality Assurance or related fields

Additional Requirements:

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

  • Experience with call center technologies, CRM or Service Ticket applications, statistics programs (SPSS, Stata, R, etc.), 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