HR Service Delivery Role - BFSI/BPO

HR Service Delivery

It's NOT HRBP role, so please don't apply if requirement doesn't match with your skills.

Specific responsibilities include :

- Responsible for the creation of a highly engaged and motivated team, with an employee obsessed mindset

- Achieve targets for service levels, customer satisfaction, quality assurance, productivity, and budget/cost accountability;

- Ensure appropriate disaster recovery/contingency plans are in place, partnering with Risk Management to ensure adequate documentation, planning, and testing instances occur; and as appropriate and required, manage the execution of these plans;

- Responsible for cultivating a strong partnership with all stakeholders - local and domestic - across the enterprise

- Responsible for employee coaching and development, and ensuring all workplace and line of business policies are adhered to as well as manage personnel decisions including performance appraisals, promotions, salary recommendations, and terminations

- Identify weaknesses, gaps and opportunities to improve employee experience across all interactions with GCS and HRSD and partner with Tier 2 teams to remediate

- Responsible for the development, execution, review and refinement of the group's work strategies including the use of technology, MIS development and analysis, resource management, and expense management

- Provide leadership and direction for the delivery of project/program objectives for GCS (i.e. Virtual Assistants, BOTs, digital enhancements) and changes to meet business needs

- Ensure delivery of high-quality and timely customer service to our clients (active employees, former employees and our HR partners) on a cost-effective basis by monitoring appropriate metrics, reviewing/revising policies/procedures and standards on an ongoing basis;

- Partner with HRSD infrastructure teams (Communications, Training, Quality, Capacity Planning) to ensure operational targets and service levels are achieved.

Qualifications :

- Degree in HR, Business Management or commensurate experience

- Must have at least 10-12 years' experience in a world class customer service center

- Demonstrated ability to inspire and develop high performing employees. 3-5 years of direct people management experience preferred

- Demonstrated flexibility and ability to perform in a dynamic, rapidly changing and deadline-driven environment; experience in coaching for performance and enforcement of departmental standards

- Knowledge of HR policies and practices preferable

If interested, please share your updated resume with the below details :

Exp:
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Open for Bangalore:
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