Manager - HR Operations - Shared Services Firm

Hiring for Manager Operations HR for Leading Shared Services @ Delhi/NCR. 14-18 years or above experience in KPO/ BPO industry with at least 5-7 years of HR Shared Services experience. Must have experience in Success factors and Cloud for Customer (C4C).Understanding of quality control principles and implementation techniques. Good knowledge of Human Resources processes and procedures / policies. At least 1-2 transitions managed. At least managed a size of 45+ staff. Interested candidates kindly share the resumes piu.banerjee@bridginggaps.co.in

Please find below the Job description :

HR Service Delivery :

- Ensure that HR data and administrative services follow standardized process and policy efficiently and effectively to meet business requirements and SLAs, optimizing and continuously simplifying the service user interface.

- Set and monitor the deliverables of HR.

- Define service delivery framework (eg floor scheduling & staffing, occupancy management, seat utilization etc.).

- Establish and maintain high standards of integrity and data security.

- Ensure services comply with or exceed standards specified in contracts, pre-defined SLAs and ISO 27001/ ISO 22301.

- Ensure knowledge management is established and maintained.

- Manage escalation points/helpdesk for the end customer to escalate issues.

Continuous Improvement :

- Continuously support and develop manager and employee self-reliance, and work with Corporate HR teams through continuous improvement mechanisms to automate and optimize T1 processes, upskilling capacity to handle T2.

- Develop self-service capability to decrease manual handling and improve customer experience.

- Develop proposals to address and track improvements to processes and services.

- Optimize and streamline service by using data from various sources to inform approach and priority.

- Seek out more and new services which can be managed by HRSS.

- Design and implement mechanisms for capturing customer satisfaction and feedback to feed into improvement.

- Identify new KPIs to ensure continuous improvement of service and data quality.

Data, Compliance and Service Evolution :

- Increase data quality and process compliance year on year, expanding the scope and capacity of services processed as above is achieved.

- Identify key priorities and make relevant improvements to ensure operational excellence and legislative compliance

- Define, create and measure end to end process efficiency and performance

- Identify and deliver service improvement activity across the function through employing process improvement methodologies and the application of innovative thinking

- Take pride in the fundamentals of governance and service management in creating a good service

People Management :

- Attract and retain resources through continuous development opportunity for individuals and teams in meeting these objectives through high levels of engagement and stretch goals. This will be evidenced in stability and capability of resource, as well as formal and informal employee engagement feedback.

- Manage and conduct where necessary the recruitment, training, standardisation and performance evaluation of executives and team leaders.

- Embed employee engagement and drive initiatives to manage attrition effectively.

- Build and lead an engaged and high-performing team by holding yourself and others to a high standard.