AVP - HR Shared Services/HR Operations - HRO - ITeS/BPO

Role - AVP - HR Shared Services / HR Operations ( HRO) - ITeS / BPO

Location - Bangalore

Job Summary:

1. Expertise :

a. Experience in Human Resources or Shared Service Operations (In sourced or outsourced)

b. Client management / client facing skills / and client relationship building; Ability to carefully sense & identify client concern or dissatisfaction - and perform actions to address them quickly

c. Sound Operations management experience (including service performance metrics management);

d. Sound contractual / change management knowledge;

e. Previous experience in matrix management; commercial / corporate background desirable;

f. Project management, financial and commercial Skills.

2. Problem Solving:

a. Experience in managing unstructured problems

b. Problems within this role are typically service related for the client. Problems can occur on a daily basis and can range from small client requests through to large service issues.

c. To resolve problems the Lead will need to possess the relevant experience and contact network across operations / global service lines, plus the ability to look at issues in an objective way. Problems may require varying degrees of input for resolution from other functions or teams - requiring a matrix management approach to facilitate resolution.

3. Existing Business:

a. Interaction with operational Regional Delivery Leads and Global Service Line Leads can be on a daily basis;

b. This role involves a significant amount of client interaction at middle to senior level. Service Delivery Manager, HR Business Partners and Line Manager Levels within the client's lines of business with occasional interaction with the HR Directors and Senior Management.

c. The purpose of this interaction is to ensure a consistent delivery of service excellence to the client with a timely escalation and response to the client should service issues occur;

4. New Business and Continuous Improvement:

a. The role has a potential for identifying business opportunities and this will be agreed with the Delivery Lead. The lead should assess where there are further operational opportunities, carry out further investigative work and liaise with the Service Delivery Managers .

b. The role is responsible for driving continuous improvement within the area of responsibility. This programme is represented in various work streams

5. Management Operating System (MOS):

a. This role is responsible for creating and proactively managing a network of stakeholders interfacing with this role

b. Attendance at meetings and reviews based on defined MOS system, which includes (but not limited to):

i. Participating and providing input for monthly review ; Monthly Recruitment Governance meeting with client formalization of minutes & action tracking for the Service Review meeting and is required to be distributed to all attendees/stakeholders

ii. Organize and Run the MCO weekly service performance checkpoint meeting with the client. Formalization of minutes & action tracking for the meeting and is required to be distributed to all attendees/stakeholders;

iii. Monthly attendance at finance review meeting; quarterly client volume/forecasting meeting;

6. People Management and Development:

a. Line Manager of staff in respective Regional / Delivery Centre

b. Responsible for the hiring, development, coaching and performance management process of staff in dedicated unit including the agent capability framework.

7. Financial Control:

c. This role is required to operate within prescribed budget limits and seek sign off for any variations from the Delivery Lead

Key Responsibilities:

Role Accountability:

- Is accountable for the results of the deals activities to both Organisation and Clients.

- Accountable for ongoing management of effective client service relationship within the deals

- Develops new approaches and processes.

- Interfaces with other team leads, management and client staff and ensures good working relationships.

- Ensures the service line operations are efficient and effective and that SLA's are met.

- Generate revenue opportunities and maximize margin

- Ensure the first class delivery of service to clients.

Requirements:

- Demonstrate ability to manage multiple clients and teams

- Work in a global environment with matrix reporting relationships

- Flexibility in approach and ability to think out of the box

- Result oriented approach

Education Qualification & Experience :

- PG / MBA with 14+yrs experience ( with min 5+yrs experience in Running a HRO)