Role Summary
This role is responsible for designing and continuously evolving the service delivery experience across People Services and Solutions team & offerings, by translating strategic priorities into simplified, scalable and colleague-centric ways of working.
The role leads process design, service experience enhancements and continuous improvement across the end-to-end colleague lifecycle, ensuring services are easy to use, effective to operate and deliver measurable business outcomes.
Working closely with Process & Product Owners, Process Leads, People Partners, Engineering, Process Digitisation, Centre of Excellence and other teams, this role champions an AI-first approach in re-imagining processes to simplify work, reduce complexity and create seamless colleague experiences.
As a member of the PSS Leadership Team, the role is accountable for setting and leading Service Excellence standards, embedding a culture of service excellence, continuous improvement and innovation across the People ecosystem
Responsibilities
Process Design & Service Transformation




Lead the process design and optimisation of colleague journeys, operating models and service interactions across the People Function.
Translate People Function and PSS strategic priorities into future-ready service experiences and operational improvements.
Partner with GPOs and Process Leads to find opportunities for simplification, standardisation and improved colleague outcomes.
Champion service design principles that improve experience, quality, efficiency and scalability.
AI-First Process Simplification & Digitisation
Partner with Engineering and the Process Digitisation Lead to bring AI-first principles to life across service delivery and colleague interactions.
See opportunities to eliminate manual effort, reduce process complexity and increase automation across the employee lifecycle.
Drive adoption of digital capabilities, intelligent workflows, self-service and low-touch/no-touch operating models.
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📌 Director - Service Excellence (Port Blair)
🏢 LSEG
📍 Port Blair