Associate Director - HRO/HRSS - BPO

- Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.

- Establish & Manage Relationships / Engagement with the Clients.

- Oversight of team - organizes resources, sets goals, calls out strategy from Executives and client on a day-to-day basis, reporting responsibilities.

- Build strong partnerships with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth.

- Driving MBR's & QBR's with clients to understand the expectations from the teams and provided updates.

- Ensure that all audit-related issues are brought to a close.

- Identify and drive continuous improvements and initiatives in the process.

- Coach & mentor Team lead so that they can manage their teams better.

- To ensure that all internal customer queries are followed up on a timely basis.

- Collaborate with internal teams.

- To be the Key contact for all problems and queries with specific business assigned.

- Take on special projects as per business needs.

- Action Oriented, Integrity and Trust, Perseverance

- Command Skills, Problem Solving, Drive for results, standing along and Directing Others

- Managing & measuring work

- Actively work with Payroll Leader and internal team members in identifying and implementing the process standardization, simplification and automation opportunities, and act as a mentor/support for the teams.

- Coach, mentor, train and coordinate the activities of the team.

- Manage the application and monitoring of the Hub's methodology framework, principles, and delegations.

- Understand the use of data to give insights to the business. Be able to make decisions using data.

- A reasonable level of excel usage is necessary.

- Leadership is key skills require to deliver HRO objectives.

- Strong people management

SKILLS AND KNOWLEDGE:

- Minimum 15+ years of experience with 7+ years of leading teams for a service delivery organization with large scale operational setup.

- Proficiency in team management skills to hold meetings and conduct performance reviews to help employees meet Performance Targets.

- Experience in operation in an outsourced environment of HRO domain and in-depth end to end process knowledge. Pre-Payroll Activities for North America Region

- Handled a team of Team Leaders and Managers minimum 50 employees.

- Project Management knowledge and Transition Exposure - Should have transitioned large client's relationship seamlessly.

- Quality - Lean and six sigma knowledge and quality driven person

- Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching.

- Ability to communicate and resolve issues that affect Performance Criteria.

- Strong external and management reporting skills

- Perform the work as delegated by the Function Head

- Demonstrated language fluency in English.

- Ability to think strategically, taking a balanced short and long-term view when solving problems.

- Result oriented, with a high level of motivation for self-growth, along with the drive for growing team members and overall organization.

- Ability to utilize information from a wide variety of sources.

- Experience working for a multinational organization and working with colleagues internationally.

- Able to adapt quickly to change and have flexibility with work hours based on the need to communicate with overseas counterparts, as needed.

- US ET Shift working - with some stretch during peak days