Head - HR Contact Center - Bank

Position - Head- HR Contact Center

Location - Mumbai (Detailed JD Given in the mail below)

The position will have overall responsibility for advancing and continuously improving human resources operational practices and procedures, and collaborating with HR teams to further develop HR technology, workplace policies and compliance. Establishing and maintaining a best-in-class HR operational infrastructure is critical to the HR function, having the ability to deliver value-add services and to drive the firm's business objectives of building a high-performing, client focused organization.

Key Priorities :

- Responsible for setting up the HR contact centre from Scratch- Voice, SMS, email, What's App etc

- Will need to set up process and technology

- Responsible for leading and implementing future processes

- Achieve workflow and process improvement

- Leverage the use of all HR systems to complement the HR Services model and build the capabilities of team members.

Essential Functions :

- In alignment with the strategic direction of the firm and Human Resources, implement the Driving HR Excellence, ensuring optimal effectiveness, scalability and return on investment.

- Collaborate closely with HR Services team to ensure alignment and best practices are implemented.

- Hire and build the capabilities of the HR Contact Center

- Work cross functionally to drive improvements and efficiencies in the transactional business processes supporting the employee life cycle utilizing analysis and quality methodologies.

- Identify roles and responsibilities, establish accountability and ownership, and define metrics for service delivery.

- Leverage IT for human resources systems. Create process maps and document Standard Operating Procedures (SOP)

- Work with key stakeholders to determine areas for optimization; develop solutions to continuously improve and streamline processes and to develop value adding enhancements

- Keep abreast of peer and outside industry benchmarks and best practices. Provide thought leadership to identify operational and/or technology led innovation opportunities.

- Serve as a process improvement and project management subject matter expert for the HR team. Provide training and coaching to the team to integrate methodologies into daily work and future planning.

- Ensure department practices appropriately safeguard confidential information; keep abreast of changes in policy, laws, and trends and make responsive changes.

- Provide direction and guidance to HR Services team

- Develop, and manage a highly effective HR Services team who are technically skilled, service-oriented, business minded, and results-oriented.

- Promote client service throughout department; ensure client service standards are set and achieved by team; provide coaching and mentoring to staff to ensure client service is accomplished individually and through teamwork.

Provide following details(details are imp to process ur CV).

Present Organisation:

Present Designation:

Total Exp in HR:

Tot exp in HR Contact Center/Shared Services:

Qualification and Institute:

Present Salary:

Present Location:

Dheeraj Walia
STEPS
CEO