Services Point of Contact (Account manager)

Job Mission

People Services Europe (based in the Netherlands) is the ”go to” place for all people related matters and is responsible for managing all Hire2Retire Operational processes.

People Services aims for a high quality of services and customer experience. As a Services Point of Contact, you contribute to this by actively identify trends via gathering feedback and analyzing data in order to strive for continuous improvement. You are the account manager of People Services towards HR Line (and vice versa) and will establish strong working relationships within both functions. Your knowledge of both functions contributes to the transformation of HR towards the new operation model.

Job Description

In this role you will be the intermediate between the HR line and People Services:

• Collecting and providing relevant information both ways.
• Get to the core of feedback: objectify and close the loop.
• Support change adoption and act as an ambassador towards new operating model.
• Coordinate escalations initiated by HR BP related to the services of People Services.
• Sector specific project participation.

Drive continuous improvement for People Services:

• Identify opportunities, research process, assist in proposed improvement, communicate Data driven and fact based according to the agreed format (Project one pager, Kaizen, A3).
• Lead and/or support change initiatives (change adoption, change management).
• Project participation act in different roles as identified (e.g., project manager, project member, Subject expert), depending on the complexity and topic.

SPOC for extended services (e.g., EFS, RC, P&I, Labor):

• Collecting and providing relevant information both ways.
• Get to the core of feedback: objectify and close the loop.

Personal Skills

To thrive in this job, you'll need the following skills:

• Consulting agility & style flexibility to understand customer needs.
• Good communicative and social skills.
• Basic analytical skills.
• Excellent continuous improvement drive.
• Coordination & Project management skills (based on continuous improvement and escalation).
• Identify opportunities to improve based on feedback according to the LEAN principles.
• Showing personal ownership.
• Stakeholder management to different levels of the organization.
• Customer-/relationship oriented.

Personality

High sense of responsibility, enthusiastic, team spirit and openness.

Complexity of the job

• The SPOC is the local point of contact for both internal and external stakeholders.
• The position requires a wide knowledge of internal processes, guidelines and requirements in order to consistently provide the best possible customer experience.
• The SPOC needs to be pro-active in seeking stakeholder interaction in order to gain business sense and collect feedback and translate this to People Services development needs and opportunities.
• The SPOC needs to be able to work in a multinational setting and being able to understand local specifics to ensure high quality and efficient ways of working.

Education

You have a bachelor's or master's degree.

Experience

• At least 5 years of work experience.
• Experience in change management.
• PS and HR line experience is a pre.
• Experience with customer facing roles.
• Experience with LEAN is a pre.

Context of the position

This job will reside under People Services Europe. You will report to the Regional People Services Manager. Your main stakeholders will be People Services, SPOC peers, Global Sector Lead, HR Expertise and related teams, as well as HR Line and external parties. You will participate in regional and global meetings, projects and continuous improvements. The office location is Veldhoven.

Diversity and inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.