08/06 Pranali Malkar
HR at Tech Mahindra

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Tech Mahindra - Assistant Manager - Business HR - Tech Mahindra Business Services (5-8 yrs) Premium

Mumbai Job Code: 706938

JOB TITLE: Assistant Manager



REPORTS TO: Manager - Business HR



The purpose of this role is to have complete accountability for the application and administration of Human Resources programs, fostering positive working relationships and team development to promote a collaborative high-performance work culture within the contact centre. An important aspect of this role is to drive consistent policy administration as well as recognition & retention strategies for the Business through efficient HR Business partnering.


I. To efficiently manage Employee Relations & Employee Experience within the contact centre:

Employee Engagement Initiatives :

- Conducting employee interaction activities like skips, pulse meets, open forums, 1-1's with employees and their managers to identify people requirements in the business verticals

- Supporting the Manager Line HR in developing and implementing employee engagement activities and solutions to achieve business objectives as per identified requirements

- Implementing HR services through employee-oriented policies and programs to bring awareness among employees of the various benefits provided by the company

- Engaging with employees and front line managers/ Heads to understand job related issues and consequently influence employees- participation in achieving department/ business objectives, by supporting employee engagement activities executed by the Fun Committee

Manage Employee Attrition & Retention :

- Ascertaining and analyzing the various attrition drivers through employee interaction forums, Focus Group Discussions (FGD) and exit interviews regularly

- Conducting Attrition analysis to identify critical talent at risk in conjunction with Operations to ensure attrition is curbed as per company targets.

- Periodically reviewing and analyzing Exit interview feedback to capture and report to the Business verticals on the attrition trend

- Advising and counselling stakeholders and employees on employee relations matters by on potential issues in their respective business units based on different team dynamics to control attrition and job-related issues

- Managing first line escalations in HR with reference to employee relations and attrition and escalating further for faster resolution to Manager Line HR

- Devising an appropriate rewards & recognition plan in conjunction with Vertical SPOC and Manager line HR to provide a motivational platform boosting employee morale

II. To collaboratively and strategically support Stakeholders in managing Employee Performance:

Policies and Communication :

- Building efficient working relationships with key stakeholders by being a part of various business-update meetings of the various skillsets to understand employee relations challenges

- Working closely with peers across the business to monitor, review and update all policies in line with current legislation and best practices

- Ensuring that the Line Managers are updated with key changes to any policies related to business processes and employment so that they can communicate the same to the employees and stakeholders in HR forums

- Managing staff relationships, promptly responding to queries and managing stakeholders expectations to ensure all roadblocks are identified and mitigated

- Implementing the HR strategies set as per the HR engagement calendar to ensure that the business verticals operate in line with the guidelines and policies

- Providing information to Operation stakeholders on potential issues identified through employee interaction activities on Attrition, performance & behavioural issues to ensure awareness and make recommendations in conjunction with Manager Line HR

Support Employee Performance :

- Driving adherence and completion of Performance Appraisals end to end to ensure that all employees receive an equitable performance conversation with their Reporting Managers

- Conducting a thorough Audit to ensure quality of the documentation from appraisal conversations and ensure that these are in compliance with the Performance Appraisal Management policy of the organization

- Proactively investigating the Red flag cases, liaising with Reporting Managers and employees to ensure factual accuracy and closing the issue in conjunction with Manager Line HR

- Monitoring progress on Improvement Plans to ensure that employees are implementing the feedback received in appraisal and a robust/ SMART action/ development plan is created and implemented by the employee and Reporting Manager

III. To provide end to end support in HR initiatives and projects towards achieving Business & Company Objectives:

- Taking initiatives in vertical specific projects of skillsets they are responsible for, by being a part of the project and making contributions which are impactful

- Participating in all project meets and taking updates of the project status, to be aware of the progress and the difference the project has created in achieving the company objectives

- Playing a key role in at least 2 projects and taking responsibility to contribute positively towards the project

IV. To manage and review HR MIS reports to ensure administrative compliance

- Maintaining accuracy of indicative data to ensure compliance of policies, processes and guidelines

- Ensuring generation of routine and special reports for business as per requirements, using HRMS systems & tools

- Liaising with internal MIS/ Business Intelligence teams to obtain and review MIS data on various HR initiatives and Operations trends to check for accuracy and validation of data

- Responsible for leading on the provisioning, updating and maintenance of the HR Service Plan, under the overall direction of the HR Manager

- Preparing analysis reports on various HR employee engagement & initiative projects to understand the impact and contributions it has made in achieving business/ company objectives

V. Assessment Centres (AC) :

- Supporting and managing deployment of Assessment Centres run by the OD team

- Participating in the development of Assessment Centre tools

- Ensuring that all assessors are calibrated and certified on the designed tools and KSA document to suit the assessment centre during IJP for people development

- In some cases, assist in managing and executing validation centres before implementing the final assessment centre to gauge the effectiveness of the assessment centre

- Participating as assessor based on requirement


Core Skills and Competencies

Business Acumen:

- Must keep up-to-date with industry HR insights, practices in employee relations & retention and new subject matter in order to partner efficiently within the organization to deliver on business objectives and goals

- Must have thorough working knowledge of the various HR policies and Employment laws & legislations to ensure compliance within the organization and bring about continuous improvement

- Must have foundational working knowledge of all aspects of Human Resources Planning, Management & Development

- Should have cross skill knowledge to be able to conceptualize and initiate interventions and projects to enhance overall business performance within the organization

Customer Centricity: (core) :

Customer orientation is a key competency required for this role. An Assistant Manager is expected to:

- Consistently place a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs

- Ensure delivery of all promises and commitments made to the customers/ stakeholders

- Required to maintain high confidentiality with sensitive information and data and display integrity

Functional Skills and Competencies

Business & Internal Customer Orientation

- Ensure Human Resources activities are in keeping with philosophical and operational initiatives of the organisation

- Take a lead role in the achievement of business objectives & strategies

- Tie Human Resources objectives with business & financial objectives to show others the value of people

Team Work :

- Acknowledges achievements of other individuals teams in a positive and encouraging manner and spends time to celebrate success

- Positive Contribution- Contributes positively and productively by ensuring that full contribution is rendered whenever required to deliver positive and productive output toward team projects

- Regulates behaviour in a manner that fosters trust amongst all team members on an ongoing basis

People Management :

Coaching & Feedback :

- Ability to provide feedback in a constructive, firm and outcome focussed manner

- Ability to coach stakeholders through their needs and challenges and ensure effective and positive outcomes in alignment with business objectives

- Highly skilled at coaching others in order to transfer knowledge and learning and assist others (at all levels within the organisation) in completing or preparing for a particular task or challenge

- Support - Supports other team members and team decisions to ensure that full support is rendered to all team members in conducting their day to day affairs and all team decisions are supported irrespective of personal agendas

Grievance Handling & Counselling:

- Ability to counsel & coach employees through their grievances, challenges and issues

- Ability to recommend solutions and improvements to have a positive impact on employee experience

- Help ensure employees- opinions and recommendations are correctly presented and heard

- Performance management:

- Conduct effective and meaningful performance conversations with DRs with equity and emphasis on behaviours

- Conduct analysis of performance metrics of individual team members/ DRs. Create and implement action plan for improvement

Leading & developing others :

- Manage and develop DRs to ensure effective team work and understanding of stakeholder requirements and needs

- Provide opportunities for development (training opportunities & role assignments) as appropriate to DRs/ team members

- Provide leadership to DRs/ team (virtual, dotted or direct) by modelling high standards of work performance, integrity and, ethics

- Be able to take initiatives and lead direction in providing solutions to stakeholders

- Should be living the Three Behaviours and our Brand

Communication, Influencing & Negotiating Skills (Stakeholder Management)

- Ability to have discussions with stakeholders and team members on discussing realistic timeliness for project delivery and implementation of various initiatives by getting an appropriate buy-in. Experience with a variety of vendors and an ability to engage and manage vendor relationships

- Client Relationship Management and Consulting/ Counselling Skills to be able to have a consultative approach to stakeholder/ employee needs and requirements

- Email Etiquettes to be able to communicate effectively with key stakeholders/ employees and team members within the organization

- Excellent written and oral communication skills


Education :

- Post Graduate Qualification in HR preferred

Experience :

- Minimum experience of 5 years in an employee engagement role

- Ability to handle stakeholders

- Team handling and team building capabilities

- Should be able to ensure succession planning amongst team members

Women-friendly workplace:

Maternity and Paternity Benefits

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