M-hro Cic

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better._

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- Responsibilities_

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- _Lead the overall operational activities of case & query management (Tier 1 & 2) service delivery._
- _Serve as an escalation point of contact._
- _Escalate and handover Tier 3 queries to CoE or HRBP_
- _Resolve and research associate queries as required, inc. Annual Processes (i.e., annual compensation, open enrolment, etc.)_
- _Case management and case triaging inc. update case status on ServiceNow (or any replacement tool)_
- _Manage concierge service requests._
- _Manage associate’s documentation (store / retrieve / create)_
- _Review & audit employee portal content and provide required support to ensure right content is updated on the portal._
- _Support complex projects, including new policies, programs, systems implementation, and other business reorganizations in collaboration with key stakeholders (e.g., IT, HRS, HRBPs, COEs)_
- _Continuously identify and analyse opportunities for process improvement and BD Client service enhancements, ensuring collaboration with internal and external partners_
- _Accountable for ensuring timely quality delivery of own work and processes by supporting Service Levels. Capture and analyse appropriate metrics and data._
- _Forecast staffing needs and manage team scheduling._
- _Deep understanding of quality & compliance to local laws & regulations is a must requirement._
- _Drive regular governance/ quarterly connect with retained leads and tower managers with strong partnership in ensuring success of service delivery model._
- _Support and drive team productivity and process efficiency._
- Acquire basic understating of country HR laws, policy, regulations, processes, and data privacy will be added advantage._
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- Qualifications we seek in you_
- _Any Graduate / Postgraduate_
- _Excellent verbal, written, presentation and interpersonal skills in English_
- _Exposure to Transition of a new HRO process_
- _Should have E2E knowledge with work experience in HRO_
- _HR skillset and experience - Intermediate. Knowledge of Workday_

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- Preferred qualifications_
- _PGDBM / Relevant certification in HR will be preferred._
- _Experience in Workday & ServiceNow_
- _Green belt/ Lean Six sigma certified would be preferred._
- _Relevant experience in North America HRO domain_
- _Excellent soft skills to deal with the sensitive employee grievances or relations._
- _Excellent verbal, written, presentation and interpersonal skills in English._

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**_Job_**_Manager_

**_ Primary Location_**_India-Noida_

**_ Schedule_**_Full-time_

**_ Education Level_**_Bachelor's / Graduation / Equivalent_

**_ Job Posting_**_Apr 13, 2023, 1:31:59 AM_

**_ Unposting Date_**_Ongoing_
- Master Skills List_Operations_
- Job Category_Full Time_