About HR Operations :

Company employs around 122,000 colleagues in over 50 countries. From recruitment to retention, skills development to talent management, your Human Resources (HR) function supports them all.

As HR operations :

- We deliver Services and transformation to HR and the broader business.

- Provide consistent, quality advice and support to all colleagues on general HR queries.

- Ensure that our processes, systems, data and analytics underpin the HR operating model and deliver a great service to our colleagues.

Overall purpose of role :

- Ensure smooth functioning of HR Operations and compliance to procedures and policy guidelines.

- Lead the team into Operational Growth and to achieve stipulated SLA's to proactively build relationships with stake holders (internal and external).

Key Accountabilities :

- Review and analyse performance reports against targets on a weekly/monthly basis with the head of department and with the client and investigate causes for performance deviations.

- Formulate strategies and implement plans based on performance of the process, business goals related to customer and client satisfaction.

- Ensure the staffing model, resource plan and budgetary allocations are designed to achieve key service delivery metrics and ensure that the same are communicated effectively both externally & internally to facilitate business compliance.

- Drive continuous improvements in the process.

- Own the development, articulation and implementation of the business strategy by working closely with business stakeholders across different business functions

- Monitor and drive plans to achieve successful completion on time, budget and quality

- Own and manage all risk elements of the business including but not limited to revenue & cost, attrition, customer experience and brand reputation

- Develop long term goals within business area to align with the organization's vision. Create plans which involve capitalizing on current opportunities and future emerging trends.

- Provide leadership training to the managers and management oversight for issue resolution

- Create an environment that encourages staff retention, high levels of staff engagement and ensures employee satisfaction shows a year on year improvement

- Embed a culture of regular reviews and performance management aligned to company standards

- Serve as single point of senior management contact to the onshore stakeholders for the processes undertaken

- Set and communicate common business goals and objectives

- Actively support succession planning initiatives and investing in manager development activities - Build a strong leadership pipeline

- Ensure effective allocation and utilisation of resources across the team in order to maximise effectiveness.

- Identify the developmental needs of the team & encourage them to take suitable training programs to enhance their capabilities and skills.

- Communicate strategic developments within the business area.

- Groom and mentor the team to handle wider span & higher responsibilities.

- Build effective communication channels to ensure open communication and address issues/ concerns raised by the team.

- Driving internal efficiencies through automation, process improvement and lean methodology

- Establish and maintain effective working relationship with key stakeholders across businesses served.

- Frequently need to present to senior stakeholders on business ideas and challenges and needs to display ample influencing and reasoning skills to arrive at logical agreements

- Strong influencing and negotiation skills also required to agree on targets, challenge unreasonable demands and set expectations in an amicable and collaborative manner

- Ensure adherence to and compliance with governance, risk policies, procedures and compliance policies.

- Ensure compliance to all specified controls; conduct checks and attestation processes

Decision-making and Problem Solving :

- Ensure that Clients are aware of any issue and concerns

- Prepare monthly reports (adhoc/BAU) periodically to be sent to the client

- Identify process gaps and collaborate with the Client to formulate solutions

- Act as an interface with the client and to be responsible for completely managing the day-to-day operational functions for the team

Person Specification :

a. Essential Skills/Basic Qualifications

- Graduate in any discipline

- Strong Knowledge of HR Systems - SAP/Taleo/SIEBEL and its functionalities

- Experience of working in a customer facing management environment

- Experience of managing teams in service environment

b. Education & Experience

- Experience in Operations environment

- Excellent track record during past work experience.

- Demonstrated team handling skills in the past.

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