Senior Specialist Support – HR Service Monitoring and Reporting

Fresenius Medical Care core values:

Fresenius Medical Care is a people business. Our success depends on having the best and brightest employees, and helping them attain their personal and professional goals while delivering excellence in patient care and business results. Our employees embody our culture which is based on six core values supporting our promise to improve the quality of life of every patient every day. These core values are: Patients and Partners First, Honesty and Integrity, Quality and Compliance, Collaboration, No-Limits Mindset and Results Oriented.

Strong advanced excel skills. This is must have, apply only if you are good and be prepared to undergo Excel knowledge testing as part of the qualifying stage of the selection process.

Responsibilities:

• Develop, maintain, and continuously improve HR Service Delivery metrics, KPIs, and dashboards to support service level monitoring and reporting.

• Monitor, review, and report SLA and KPI performance in alignment with defined frequency and governance protocols.

• Design and deploy standardized formats and frequencies for service monitoring dashboards, ensuring consistency and clarity in reporting.

• Ensure timely and accurate delivery of standard and ad hoc reports across all active and hypercare countries, meeting the specific requirements of delivery teams and stakeholders.

• Collaborate with HR Operations to maintain and update the reporting requirement list, ensuring alignment with evolving business needs.

• Introduce and automate employee experience dashboards, incorporating insights from surveys (calls & AskHR) to track satisfaction and service trends.

• Analyze service delivery metrics to identify trends, gaps, and areas for continuous improvement, particularly during BAU and hypercare phases of country transformations.

• Drive the initiation and integration of new reporting capabilities for countries, CoEs, and domains such as Payroll, HRM, APAC, EMEA, and the US, based on delivery needs.

• Define and implement Workday and call metrics, integrating them into existing Tableau dashboards to enhance visibility and reporting capabilities (e.g., Q

• Maintain the HR Operations Service Catalogue and Service Scorecard to support transparency and performance benchmarking.

• Provide comprehensive reporting support to the HR Operations & HR Operations Support teams, including QA, and continuous improvement tracking.

• Leverage Service Management expertise in areas such as Incident Management, Problem Management, Preventative Maintenance, Service Continuity, Change Management, and Smart-Reporting related to service monitoring and reporting.

• Deploy and maintain interactive Tableau dashboards for HR data visualization, including enhancements to support QA, call metrics, and employee experience analytics.

• Demonstrate strong capabilities in reporting design, creation, configuration, and automation, driving efficiency and value-focused outcomes.

• Champion a data-driven, agile, and innovative approach to reporting, with a focus on automation, value creation, and proactive problem prevention.

• Demonstrate advanced Excel skills, including proficiency in macros and automation, to support reporting needs.

• Configure and customize reports by assigning pre-delivered fields, defining scope, reporting levels, frequency, and user access in a ticketing tool.

Requirements:

• Must Have: Person should be able to configure and create reports we want to generate by assigning pre-delivered reporting fields, and specifying their structure, scope, user authorization, periodicity, reporting levels, and so on. Experience of report configuration in a ticketing and reporting tool.
• Must Have: Person should have strong advanced excel skills and advanced excel skills (macro/ excel automation knowledge).
• Above mentioned 2 requirements are non-negotiable and must have, apply only if you are good as selection will include an excel and knowledge testing.
• Degree with focus on Human Resources or Business Administration
• Minimum 7-8 years' experience in different HR functional areas ideally in HR generalist or HR operations or shared service reporting roles in a global environment.
• Passion for improvement to achieve higher quality, consistency, and reliability of HR service delivery through service monitoring and reporting.
• Experience with and a strong interest in HR ticketing and other data reporting / analytics tools
• Proficiency with Workday, ServiceNow or other cloud-based HR solutions
• Fluency in English reading and speaking is a must, other language.
  
  knowledge would be added advantage
• Ability to deal with ambiguity and to operate in a global decentralized environment where system and process are yet to be aligned.
• Ability to work effectively with multicultural and virtual teams.
• Strong problem-solving and critical-thinking skills.
• Excellent communication, collaboration, and influencing skills.
• Driven by values of data accuracy, agility, automation, and innovation.
• Project and change management skills; being able to manage improvement initiatives independently under minimum guidance.