Manager Employee Services

City Mohali State Punjab IN-PB Country India IN Requisition Number 42560 Business Title Manager Employee Services - Global Lead Job Grade Deputy General Manager Global Department HR Services Role Purpose Statement This role will be responsible for setting up managing and continuously improving our Colleague Services Helpdesk operations leveraging cutting-edge digital tools such as portals virtual agents chatbots and chat call centre solutions to deliver an exceptional experience to our colleagues Main Accountabilities Design a global Colleague Services Helpdesk including portal virtual agents and chat call channels Lead the setup and integration of digital tools such as service portals chatbots and case management systems Develop and execute strategies for improving colleague experience through digital-first solutions enablement Implement consistent procedures for incident management service requests and problem resolution across all regions to ensure uniform quality Collaborate with HR Service Leads HR IT Vendors if applicable and other business stakeholders to align colleague services helpdesk operations with organizational goals Ensure appropriate support for a global workforce developing staffing strategies through data insights Define and monitor SLAs KPIs and performance metrics for helpdesk operations to ensure service excellence Enhance capability of the team to support queries of higher complexity while starting with Level 1 simple to reach advance like Level 2 Ensure continuous documentation of operating procedures and knowledgebases to improve the effectiveness of support channels Ensure procedures for hand-offs between teams are simple effective and minimize effort or loss of information Develop and evolve strategies to develop and increase cultural and language skills Coach and develop a global team of colleague service representatives and team leaders Drive continuous improvement through data-driven insights root cause analysis and automation opportunities Manage vendor relationships budgets and contracts for outsourced support services if applicable Education Experience Bachelor s degree in a related field master s preferred Highly desire experience in a shared services or with a services provider Exposure of working in a manufacturing set-up with blue-collar workforce is a plus Proven track record of designing and implementing Global colleague helpdesk Strong experience with digital HR tools chatbots and omnichannel service platforms Experience with case management systems and knowledge management solutions People leadership experience with a focus on coaching and developing teams Strong understanding of colleague experience and service design principles 14 years experience in colleague service leadership role and HR operations At Bunge NYSE BG our purpose is to connect farmers to consumers to deliver essential food feed and fuel to the world As a premier agribusiness solutions provider our team of 37 000 dedicated employees partner with farmers across the globe to move agricultural commodities from where they re grown to where they re needed-in faster smarter and more efficient ways We are a world leader in grain origination storage distribution oilseed processing and refining offering a broad portfolio of plant-based oils fats and proteins We work alongside our customers at both ends of the value chain to deliver quality products and develop tailored innovative solutions that address evolving consumer needs With 200 years of experience and presence in over 50 countries we are committed to strengthening global food security advancing sustainability and helping communities prosper where we operate Bunge has its registered office in Geneva Switzerland and its corporate headquarters in St Louis Missouri Learn more at Bunge com Every day our people exemplify these values which represent Bunge at its core We Are One Team - Collaborative Respectful Inclusive We Lead The Way - Agile Empowered Innovative We Do What s Right - Safety Sustainability With Integrity If this sounds like you join us We value and invest in people who believe in our purpose and are excited to live it every day - people who are ProudtoBeBunge