Assistant Manager-BFS038171

About this role

• Perform & review administrative activities across Hire-to-retire process including but not limiting to:
• Managing Tier 0 – self-service and knowledge articles
• Providing Tier 1 support (global) - proactively resolve employee issues or questions on first point of contact, reduce escalations and minimize repeat calls/contacts
• Providing Tier 2 support (global and local)
• Providing response to employee queries – via telephony, chat, email & case management tool
• Perform transactions on HRIS – employee data changes, terminations, org data changes, reporting, compensation changes, etc.
• Generating documents/offers/paperwork according to the case/ticket
• Responding to employee / candidate queries
• Manage cases on the case management tool
• Coordinate with multiple third parties and vendors
• Validate data correctness and approvals as per case/ticket
• Ensure adherence to SLA’s as agreed for the respective process
• Work closely with quality team in identification and implementation of improvement ideas
• Review process performance and report out performance dashboards on a regular basis with respective client stakeholders
• Monitor and resolve day to day issues & escalations, if any, by coordinating with different stakeholders
• Work closely with client process owners to ensure that any process changes / updates are communicated to the team members
• Provide coaching and mentoring to the team members and manage client stakeholders
  
  

• Bachelor’s / Master’s degree or equivalent education
• 4-7 years of experience in leading HR shared services/Operations & driving transformation
• Experience in ServiceNow or similar case management tool
• Experience in Oracle or similar HCM
• Have superior customer service skills
• Demonstrated competence in managing queries for various HR functional areas like Talent Acquisition, Onboarding, Employee Lifecycle management, Time & Attendance, Payroll, Talent development, Compensation & Benefits processes
• Comfortable and thrive in an ambiguous, high growth, fast paced environment
• Outstanding interpersonal and communication skills
• Demonstrated credibility and integrity in communications to ensure information flows both upward and downward
  
  

• MBA/External Certifications from recognized institutes is an advantage
• Ability to thrive in an unstructured environment and work independently
• Ability to manage multiple complex issues and prioritize projects concurrently
• Ability to work at all levels of the HR “stack” - Strategic, operational, and tactical