Vice President Human Resources Operations

18 hours ago

Kottayam, India NAB Full time

The People & Culture Operations team at NAB India manages a diverse set of transactions ranging from Tier 1 colleague queries to managing colleague data on Workday. The individual is responsible for leading the Tier 1 team to deliver exceptional employee support and ensure a seamless service experience. This role combines strategic oversight with hands-on problem-solving to maintain high service standards and drive continuous improvement. They will leverage their expertise in Workday and ServiceNow to optimize case management processes, ensure data accuracy, and enhance operational efficiency. Essential capabilities - Strong leadership and interpersonal communication skills. - Advanced proficiency in Workday and ServiceNow HR Service Delivery. - Analytical mindset with ability to interpret data and drive actionable insights. - Expertise in creating brand-compliant communication for diverse employee audiences. - Ability to manage multiple priorities in a fast-paced environment. Requirements - Graduation - Business/Human Resources (Preferred) - 12-15 years of relevant experience - Worked in a high volume/complex contact centre/operations environment - Prior experience of working on HR Helpdesks - Prior experience of working on ServiceNow Key Accountabilities - Lead and mentor the HR Helpdesk team to achieve service excellence and meet SLAs. - Utilize Workday and ServiceNow to streamline HR processes and ensure accurate case resolution. - Develop and deliver employee communications aligned with brand guidelines to enhance engagement and clarity. - Analyse service data to identify trends, root causes, and opportunities for process improvement & service enhancement - Automation & Efficiency: Lead initiatives to reduce manual interventions by partnering with technology teams to implement automation. - Escalation Management: Address escalated cases promptly, providing clear guidance and resolution strategies to minimize business/colleague impact. - Oversee governance dashboards and reporting mechanisms to monitor compliance, highlight trends, and recommend improvements. - Continuous Improvement: Identifying areas of process improvement. Keen intent towards building capability within Tier 1 team to be able to upskill and take over more tasks and transactions from Tier 2. - Risk Management: Keen understanding of SoP creation and review framework, Audit of queries with an eye to improve service quality. Monitoring colleague feedback on queries and ability to identify areas of process improvement - Reporting & Dashboarding: Creation of effective tracker and dashboards to be able to monitor and track performance of the team and function. - Ability to drive a performance-oriented culture within the team.

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