AVP - HR Shared Services - HRO + Service Delivery - Bank/Technology Services

Professional Qualifications / Personal Competencies

- University Degree (Graduate) is mandatory (preferred in HR)

- Experience in HR shared services of Bank, Technology services or Hospitality services

- Minimum 12 years of proven work experience

- At least 6+ years of HRO environment experience in core service delivery of end to end Employee Life Cycle

- Exhaustive knowledge of HR systems and databases

- People oriented and results driven

- Ability to architect strategy along with leadership skills.

- Excellent active listening and presentation skills

- Competence to build and effectively manage interpersonal relationships at all levels of the company

- Ability to multi-task in a highly dynamic environment without compromising on quality and accuracy. Must possess robust time management and organizational skills including attention to detail.

- Should have track record of highlighting and implementing process improvements to increase productivity/efficiency. Six sigma certification would be an added advantage

- Ability to logically prioritize tasks and work schedules in advance and multitask

- Strong analytical approach to solve complex problems, collate data, draw inference and present management with recommendations along with an effective action plan

- Flexibility towards shift working (22- 5 working window i.e. from 6 am - 4am)

- Proficiency in MS Office i.e. Excel, Word etc

- Should have exposure of working with stakeholders across Geographies with sensitivity to various cultures and a good understanding of business dynamics including the end to end processes.

- Demonstrate Out of Box thinking with an ability to implement new ideas

- Strong leadership skills in managing a medium/large team including providing constructive feedback and conflict resolution.

- Strong interpersonal skills

Strategic Objectives/Business Responsibilities

- Collaborate with Ops Manager / SME to review request trends and contribute to client service improvement projects (e.g., knowledge base content updates, training/education of end users, improved communications, etc.)

- Liaise with Vendors, HRBPs and HRSC / Onshore teams to ensure smooth transition of data

- People Management: Conflict management, internal assessments, leave planning (adherence to banks guidelines), Contain attrition and Coaching

- Mitigate any potential risks (Operational, Financial, and Reputational).

- Develop workforce to provide career path, keep attrition below target and generate high CSAT scores

- Ensure efficient internal controls through 4-eye check, SOX report, trainee performance review and issue log analysis

- Ensure service delivery as per agreed SLA and Standard Operating Procedure (SOP) by involving in reviewing the process, issue log and utilization

- Co-ordinate with vendors, onshore teams, HRBAs and other stakeholders to provide status on follow-through of delegated information requests

- Manage workload through equal and efficient distribution

- Escalate non-transactional, production, or interpretative policy issues promptly and according to established protocols

- Ensure adherence to all operational targets i.e., NSS, SLA and internal quality

- Manage internal and external stakeholders seamlessly

Tasks

- Manage 4 global provider groups

- Supervise work allocation and volumes

- Monitor query trends

- Manage process updates and incorporate them in SOPs regularly including any new SOP requirements

- Meet service level response commitments for inquiries

- Co-ordinate with HRBAs and other requestors to provide status on follow-through of delegated information requests

- Collaborate with Case Manager to review requests trending and develop client service improvement projects (e.g., knowledge base content updates, training/education of end users, improved communications, etc.)

- Monitor response time on queries (Ageing cases)

- Work with SME in case of any extra attention which might be required for a sensitive project/rollout

- Handle escalations/issues

- Attend weekly meetings to share KPI scores and share updates

- Conduct monthly review calls with SMEs

- Conduct process update team meetings

- Conduct One on One meetings with team members

- Prepare monthly, quarterly review decks

- Manage Objective setting, Mid-year appraisal review and Year end appraisals for team members

- Support quality project drives and validations

- Review and approve trainings for the team

- Review and approve leaves for the team

- Review and approve shift allowance for the team

- Update NSS tracker and scrub

- Decision making ability with appropriate analysis of Risks involved

- Review H1 & H2 performance and KPI status with management Identify and Execute Continuous Improvement Opportunities

- Manage stakeholder escalations

- Validate and Approve SOX