HR Operations Lead

1 week ago

India Alstom Full time

Purpose of the job:

The role holder will lead a first line team of HRGS Analysts, Advisors and Specialists receiving and responding to incoming calls and cases, resolving as many as possible to create a 'right first time' culture. As the first point of contact with our customers the team will have a significant impact on our ability to meet Service Level agreements and effective escalation management will be critical to our service delivery. Role holder will lead the team of HRGS administration services creating documents, maintaining employee files, ensuring payroll data entry, supporting HR benefit services and updating HR systems. The role holder will also need to manage customers with requests that are outside the scope of services contracted, and incoming escalations/rework, ensuring that confidence of the customer is maintained and customer satisfaction goals are achieved. The role holder will be directly responsible for operational service delivery, team performance and behavior, ensuring they are both customer focused and process orientated. They will act as an escalation point for any issues raised by customers or the team and take the lead role in handling difficult customers and decision making for complex service requests.

Main Responsibilities:

HR Operations:

Ensure that the HR Administration services are running in a systematic and efficient manner. This includes but not limited to Onboarding and Orientation, Probation/Confirmation, Progression, Transfers, Deputations, Exit management, Employee request letters, Personal File documentation etc.

Ensure that the deliverables are met by the team members in line with the agreed TAT / SLA and monitor the efficiency of the same.

Suggest improvements to increase the efficiency of HRGS Admin function through innovative ideas and interventions (for e.g. Help desks, Communication campaigns etc.) thereby increase the visibility of the HRGS Admin function and take proactive measures to meet Employees' requirements in full.

Digitalize the HRGS Admin function as much as possible, to simplify processes, reduce TAT and increase Employee Satisfaction.

Strengthen HRGS Admin processes to ensure there are no gaps/loop-holes, document the same and provide training / cascade to all HR colleagues in India. Implement the REX from past incidents to build robust the processes with clear process flow and accountability/responsibility mapping (RACI).

HRGS Admin Audits – represent HRGS Admin team in all audits (ICQ, ISO, OHSAS, Social, E&C etc.) and provide required data and ensure compliance to audit requirements.

Management and development of direct reports:

Objective setting, performance management and the timely completion of reviews in line with company processes and standards for all team members.

Ensuring appropriate skills levels within the team to deliver against SLAs.

To continually behave as a role model for excellent Customer Service and collaborative attitude in dealings with all internal and external customers.

Ensure that personal and professional development is achieved for all members of the team.

Build team spirit, motivate, and maintain engagement of team members.

Employee Data Management:

Coordinate with CoEs and HRBPs to ensure Data quality is at 100% accuracy.

Understand Org. level principles and reporting guidelines and ensure that India employee data is aligned with global mandates.

Proactively extend Data Governance support to HRMs and HRBPs to help them in the data quality campaign.

Data Audit – Track monthly Data Quality Accuracy and work with HRBPs to improve and sustain.

HRGS Admin Dashboard and KPI monitoring on TAT.

Competencies & Skills:

Strong customer service background essential

Excellent time management and organizational ability

Ability to diagnose issues and implement solutions to address symptoms and address root causes of failures

Systematic approach to process improvement, with an eye for detail

Experience of delivering services in a complex business services environment

Positive and proactive attitude, with resilience under pressure

Excellent customer and interpersonal skills

Organisational skills

Confidante and ability of giving opinions and expertise

Collaboration &Teamwork

Ability to make decisions/Sense of urgency

Qualification & Experience:

University Degree with HR qualifications

Strong background and hands on work experience in HR Operations

Proficiency in English

Demonstrated key achievements in HR Operations

At least 10+ years' experience in related function

Excellent level of Excel and HRIS

Experience of largescale HRGS systems is essential.

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow's mobility. That's why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?

Equal opportunity statement:

Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected. All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law.

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