Manager Business Process Management

4 weeks ago

Palakkad, India McDonald's Full time

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

We are excited to announce an opening for a Technology Testing Analyst at MCC India.

Please find below the details of the role and its responsibilities.


Manager, Business Process Mgmt. (PEX Performance Reporting)

Job Description:

McDonald’s has an exciting opportunity for a Manager, Business Process Mgmt. (PEX Performance Reporting) role based in our India Global Business Services Office. This role plays a critical role in ensuring the efficiency, quality, and reliability of service delivery within the People Experience function. This role is responsible for developing, maintaining, and delivering daily performance dashboards and reports that provide actionable insights on the operational effectiveness of both the service team and enabling technologies. The manager will work closely with functional leads, technology partners, the Enterprise Data & Analytics organization and ESM to track key metrics, flag issues, and identify opportunities to enhance performance and user experience.

The candidate is expected to reside within India.


Responsibilities:

Performance Monitoring & Reporting:

  • Monitor daily operational performance across shared services including case management, SLAs, response/resolution times, and service quality.
  • Track the performance and availability of enabling technologies (e.g., HRIS, case management tools, chatbot performance).
  • Develop and deliver real-time and scheduled reports, dashboards, and insights to key stakeholders.
  • Ensure accurate, timely data collection and reporting in alignment with agreed KPIs and SLAs.


Analytics & Insights:

  • Analyze trends, variances, and root causes in service performance and system usage.
  • Provide recommendations for improvements based on insights from service and tech data.
  • Collaborate with process owners and operational teams to support issue resolution and process refinement.


Stakeholder Engagement:

  • Act as a key liaison between the Shared Services leadership, technology teams, and service delivery units to ensure transparency and alignment on performance.
  • Present findings to senior stakeholders through dashboards and regular performance reviews.
  • Support leadership with ad-hoc performance analysis and reporting needs.


Data Governance & Tools:

  • Ensure data integrity and consistency across reporting tools and sources.
  • Work with internal teams to define and refine data standards and metrics definitions.
  • Continuously improve the reporting infrastructure and tools to enhance automation and usability.


Experience:

  • Proven experience in performance reporting, data analytics, or operations management within a Shared Services or HR Operations environment.
  • Strong analytical skills and proficiency in reporting/visualization tools (e.g., Power BI, Tableau, Excel).
  • Understanding of HR service delivery models and enabling technologies (e.g., ServiceNow, SuccessFactors, etc.).
  • Ability to synthesize large volumes of data into clear, actionable insights.
  • Strong attention to detail, data accuracy, and data integrity.
  • Effective stakeholder management and communication skills.

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