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04/05 Archana Singh
Manager - Talent Acquisition at Ola

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Ola - Senior Manager/Manager - HR Operations (7-10 yrs)

Bangalore Job Code: 921319

About us:

Founded in Jan 2011 by IIT Bombay alumni Bhavish Aggarwal and Ankit Bhati, Ola (formerly Olacabs), is India's most popular mobile app for personal transportation. Ola integrates city transportation for customers and driver partners onto a mobile technology platform ensuring convenient, transparent, and quick service fulfillment. Ola is committed to its mission of building mobility for a billion people. Using the Ola mobile app, users across 110 cities can book over 6,00,000 vehicles across cabs, auto-rickshaws, and taxis. Ola has also introduced a range of shared mobility services on its platforms like Ola Shuttle and Ola Share for commute and ride-sharing respectively. The app is available on Windows, Android, and iOS platforms.

Purpose of the Job:

- Custodian of all employee queries across their life cycle processes as per SLAs and continuously better them

- Build effective ways of handling employee queries that lead to customer delight by leveraging technology

- Work closely with HR Service Delivery ecosystem across People Operations, HRBP, and HR Systems to review and streamline processes that ensure maximum self-service

Role & Responsibilities :

- Lead a team of Helpdesk Agents to provide an accurate and efficient HR Helpdesk query handling service for customers (including Ex-employees)

- Work in unison with the HR Operations team, achieve or exceed the Service Level Agreement (SLA) targets by coordinating the team's daily work tasks, identifying opportunities for improving processes, and developing the team Helpdesk Agents

- Work with HRBPs, HR Operations team, HR Systems, and IT to streamline processes

- Recommend areas that receive most of the queries and can be prioritized for automation and/or process improvement

- Focus on the SLAs for both quality and quantity

- Monitor daily service requests/work tasks and call volumes with resources being rotated to meet demands to ensure smooth operations of HR Operations team which meet/exceed the targets within the SLAs

- Run daily, weekly and monthly dashboards to stakeholders

- Identify early service requests/work tasks or situations, which have the potential to become complicated or cause issues and ownership took until resolution or escalation as appropriate

- Provide regular feedback on daily operations, potential issues, team working and any areas for improvements as well as supporting HR Helpdesk Agents and new team members with day to day work tasks/service requests and developing their skills and knowledge to ensure an active, a realistic succession plan is in operation

Knowledge & Skills:

- Must have experience of managing teams, especially first-line, within a HR Shared Service environment

- Proven understanding of end to end HR processes, HR policies, and procedures

- Ability to identify and resolve potential problems or issues and take necessary actions to prevent them from developing

- Experience in collation and analysis of KPI reporting to ensure that recommendations are made for continuous improvement

- Extremely well organized with the ability to plan and prioritize a busy workload and meet agreed targets/deadlines

- Demonstrates ability to manage multiple customer requirements cases simultaneously

- Proven ability to influence effectively across all levels of an organization

- Proactive and practical approach to problem-solving and ability to identify areas for improvements in process, services, and team ways of working

- Able to coach team members to improve performance and develop skills

- Ability to work in a demanding, fast-paced environment

- Excellent task and time management skills

- Ability to work within a team and on own initiative, providing feedback to team members and support where needed

- Proven ability to communicate in a clear, understandable and concise manner, both verbally and in writing

- Customer service focused

- Proficient IT skills including MS Word, MS Excel and MS PowerPoint

Experience :

- Overall Experience of 7-10 years in HR Ops

- Min 3-4 years of HR Operations experience in managing and leading HR Helpdesk

- Understanding of people processes from hire to retire

- High impact service delivery working with all levels of management and senior HR colleagues.

Qualifications :

- Minimum: Graduate/PostGraduate in any discipline

- Preferred: HR Service Desk tools like ServiceNow, Freshdesk, etc; HRMS like SuccessFactors, Oracle Fusion HCM, etc

Women-friendly workplace:

Maternity and Paternity Benefits

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