Job Purpose:

A) Spearhead the HR- Operations in HR- Shared Services Centre; has capability to lead and provide guidance to the colleagues.

B) Should able to bring external insights and best practices from other HR-SSOs ; Capable to work in Green field setup and demonstrate agility in ensuring the HR-SSC reaches its defined objective.

Position description :

The candidate should able to work as the first point of contact for HR- Shared Services Center (HR-SSC) for the Operating process tower, able to deal with different requests and queries received from employees across the enterprise. Partnering with HR- SSC team & HR- Business Partners in BUs to resolve queries and help action requests completion, he/she must have a positive service orientation & capable to handle / work under pressure and able to bring Shared Services expertise to Adani - HR-SSC & work alongside the HR-SSC team.

Mandatory Requirement:

- Experience of working in a Shared Services / Business Process Management environment.

- A demonstrable understanding of HR Administration and HR Advisory processes. Policy & Benefits knowledge would be an advantage.

- Must have Green field SSO - Experience and able to face Internal customer facing experience and a passion for customer service excellence

- Understanding and promotion of the Shared Service environment

- Supports orientating & integration of new team members of HR-SSO & change management and role transition support.

- Understanding of support requirements aligned to differing IT & Automation tools and technology requirements that support the SSO- HR processes.

- Working knowledge of HR administrative information systems (preferably SAP) would be desirable. Either Enterprise Solution or Cloud solutions etc.

- Workflow Management System- Includes Instance management & resolutions

- Knowledge Management System Tools ; latest System applications in HR-SSO environment

- MS applications - including Outlook; Excel ;

- MIS- Data & Dashboards creation

Key Accountabilities:

1. To provide a professional and consistent first line support to HR-SSC team on all rules based queries, including contract issues, policies, procedures and processes includes SLA management. To own the relationship & query between the enquirer and Ask-HR and to educate the enquirer on the benefits of self service through the Employee Services Portal / Self Service Tools as and when available.

2. To Orient the first line HR assistance to users via the call handling system, e-mail, and Live Chat. To fulfill commodity queries and transactions immediately, advice on rules based HR issues, support in escalation tickets for more complex requests or enquiries and to ensure service level adherence is delivered to all tickets/ specially management staff requests.

3. Provide professional and courteous service while ensuring problem resolution and customer satisfaction. Deliver and promote superior service in handling problems and complaints.

- Promote strong service delivery ethos within Ask-HR and to 'own' the relationship & query between the caller and Ask-HR

- Participate in departmental training activities including training programmes in support of new technologies, procedures and customer service initiatives and enhancements

4. To ensure that the appropriate level of data quality is maintained on contact, SAP and the knowledge base tools.

- To be the point of call for technical guidance to other team members and the wider operation and to coach and mentor new team members on the call handling application in Service track Tower.

- To perform other duties as assigned by the Sr. team leader as and when required

5. Contribute to continuous improvement processes in order to improve the quality of service provided and the individual customer experience

- Promote and encourage use of customer self service capabilities by proactively using contact opportunities to coach and educate customers on available self-service products as and when available

- Actively participate in building successful customer relationships, seeking opportunities to gain customer insights on service delivery.

6. Maintain an up to date working knowledge of customer requirements and HR and Shared Service environment, sharing knowledge and experience across the Service teams and via the expert knowledge databases

- Work in a way that develops team working within Ask-HR, and act in a partnership with our customers to deliver efficient and effective support.

EDUCATIONAL QUALIFICATIONS:

Necessary -

- Graduate / Post Graduate in HR / MSW must have HR-SSO operational expertise as Tower / Functional lead.

Desirable -

- Knowledge of Statutory Needs & Organizational Policy / DOE management

RELEVANT EXPERIENCE :

Necessary

- Minimum of 10/12 years of experience in a large Corporation specially in managing front line employee interface areas

- Must have working knowledge of HR- SSC for minimum of 5 plus years

Desirable :

- Experience in managing technology linked to Enterprise ERP-/ SAP

- Fair Knowledge of User Interface of SAP- or other ERP systems.

- Working experience in Setting up & building HR-SSO of captive is an added advantage .

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.