Serco - Assistant Manager - Employee Relations

- Ensure complete implementation of HR policies and procedures on the floor; provide an avenue for immediate redressal of queries/ grievances; responsible for taking various HR initiatives to employees; coordinate for introducing HR initiatives such as IJPs, E-Sat Survey, Grooming activities etc. on the floor:

- To be the first level of interface between HR & Operations for all HR related initiatives and query handling

- Ensure implementation of HR initiatives on the floor such as POF, HR Forums, PMS, Satisfaction surveys, etc.

- Ensure timely completion of Appraisals for all teams on the floor; KRO and Appraisal Audits and Performance Awareness sessions conducted for all employees TL and above

- Handle all queries, grievances and escalations from agents on the floor and ensure the same are resolved within committed timelines

- Responsible for the roll-out and closure of Internal Job Posting (IJPs) on the floor within specific time-lines; Identifying tools of assessment/ selection in co-ordination with the OD team and implementing the same for IJP selection

- Ensure coverage of all batches in POF within one month of going live and ensure action planning for all Post Orientation Feedback (POF) `conducted every month for the process. Meet up with batches to understand concerns during the training period.

- Ensure Employee listening activities are conducted every quarter.

- Ensure closure of action planning jointly with Operations within timelines and prepare Communication pack reports for cascades to the floor.

- Ensure Confirmation process is run efficiently in the process; meet up with all employees- on an EDP and effectively manage the process

- Conduct regular refresher training on HR policies for both agents and Team Leaders to ensure clarity/awareness on HR policies and procedures.

- Organise and Conduct Employee Engagement initiatives like Fun at work activities, CSR, etc.

- Assist the L&D team in the co-ordination for L&D initiatives.

- Ensure employee concerns relating to salary, insurance claims, food coupons are resolved within committed timelines

- Resolve queries regarding Mediclaim settlements and ensure quick resolution of the same

- Conduct Exit Interviews for resigned employees and escalate issues, if any, arising of the interview.

- Ensure clearances for resigned employees are completed within committed time-lines

- Investigate and give out CAP/DAP to employees found in violation of process/ company policies

- Ideating and devising Engagement activities for the Floor

- Responsible for controlling attrition and assist in development of policies and procedures to ensure staff retention

- Maintain database and trackers for all BHR activities

- Preparation of various HR Reports within timelines

- To be accessible when anyone a CSE/TL has any grievance that requires HR intervention

- Need-based escalation of decisions and ensure proper follow-up of the same

- Highlight any anomalies / deviations noted within the process to Reporting Supervisor for necessary action.

Salary: 4.5-8 LPA