HGS is a world leader in Customer Relationship and Business Process Management. Our operational excellence, combined with functional expertise, has made us the “Preferred Partner” for most of our clients.

HGS has a global footprint with 55 delivery centres in India, US, Canada, Jamaica, Mauritius, Philippines, Germany, Italy, Netherlands, France and UK. With our targeted solutions, designed for the diversified sourcing and servicing needs of our clients, we live by our mission of making our clients more competitive. The Contact Centre & Back Office Services Division houses multiple international voice centres & back office processing units for leading Insurance, Telecommunications, Pharmaceuticals, Life Sciences, Banking & Financial Services, Consumer Electronics / Products, Technology, Automotive, Government, Media & Entertainment, Energy & Utilities and Transportation & Logistics companies.

With an inspired global team of over 23,000 people, we partner with our clients to deliver outsourced contact centre and back office solutions that improve business processes and strengthen customer relationships. For more details please visit us at http://www.teamhgs.com

Designation: Asst Manager - Employee Relations

Location: Bangalore

Reporting to: Sr Manager - Human Resources

Desired Knowledge, skills and Experience.

- Graduate/Post graduate in any dicipline with an MBA in Human Resouces

- 5 to 8 years of experience in HR function supporting Mid/large sized organizations, prefrebly from ITES/BPO industry

- Sound Knowledge of HR/ER practices

- Should have experience managing teams.

- Has the potential to gain trust and rapport building

- Active listening skills

- Efficient at problem solving

- Goal setting

- Change orientation

- Conflict resolution

- Mentoring and coaching

- Possess the ability to handle grievances

Desired years of experience

Key Competencies

Key Parameters

Think Strategic

(a) Big Picture Perspective:

- Demonstrates a vision for immediate team and for the process

- Is able to understand the impact of team’s performance on the process goals

- Prioritizes work in alignment with Team’s goals, and acts accordingly

(b) Business Acumen:

- Has a sound understanding of policy, procedures and regulatory compliance enough to guide others

- Able to interpret metrics / data

- Makes suggestions to improve engagement

Drive Results

(a) Planning & Organizing:

- Calendarises the various events, manages the activities and sticks to timelines

- Sets tasks and activities in order of importance

- Preparation of Skip Level meetings across locations / processes and tracking. Making analysis and presenting to business

- Conduct One on One to improve performance

(b)Directing & Monitoring:

- Setting realistic targets, monitoring & taking corrective steps for the team

- Monitoring of unscheduled absenteeism and address the issues.

- Effective exit feedback interviews, analysis’s and corrective steps

- Ensure all Company policies and procedures are implemented consistently and fairly.

(c) Accountability

- Analyzing team performance; identifying plans for improvements; and maintaining a track of the same.

- Implementation and familiarization of ER & other HR Policies on the floor

- Conduct One on One to improve performance.

(d) Problem Solving & Decision making

- Employee Counseling and Grievance Management

- Address disciplinary issues and conflicts, advise business owners on the right process while handling such issues

- Effective implementation of Corrective Action Policy

- Partner with Customers

a) Relationship Building

- Working & supporting business in employee development & training

- As required coaching & mentoring supervisory & leadership teams

- Be part of business in meeting their requirement of development & succession planning

b) Passion for excellence

- Coming with practices for Employee Retention and doing Attrition Analysis

- Work very closely with team members to support business requirement

- Lead People

a) Managing Self

- Identify probable attrition and take measures towards retention

- Attrition and Absenteeism Management of the team & process

- Assumes responsibility for work activities and coordinating efforts

- Inspiring others / Managing teams

- Approachable and supportive towards the team. Also should have the ability to motivate the team in the right direction to achieve the targets

- Conducting performance appraisal for the team

- Courteous and professional behavior towards supervisor, peers & other employees

- Conducting regular meetings with the team members

If the above position is of your interest, please mail me your updated resume with your contact details .

Recruitment Team

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