Lead Hr Direct Representative

Position TitleLead HR Direct RepresentativeFunction GroupGlobal Shared Services GSS LocationMumbaiShift TimingRegularRole Reports toHR Direct Team LeadRemote Hybrid in-OfficeHybridABOUT GENERAL MILLSWe make food the world loves 100 brands In 100 countries Across six continents With iconic brands like Cheerios Pillsbury Betty Crocker Nature Valley and Hxc3xa4agen-Dazs weve been serving up food the world loves for 155 years and counting Each of our brands has a unique story to tell How we make our food is as important as the food we make Our values are baked into our legacy and continue to accelerateus into the future as an innovative force for good General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good For more details check outGeneral Mills India Center GIC is our global capability center in Mumbai that works as an extension of our global organization delivering business value service excellence and growth while standing for good for our planet and people With our team of 1800 professionals we deliver superior value across the areas of Supply chain SC Digital Technology D T Innovation Technology Quality ITQ Consumer and Market Intelligence CMI Sales Strategy Intelligence SSI Global Shared Services GSS Finance Shared Services FSS and Human Resources Shared Services HRSS For more details check outWe advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow JOB OVERVIEWFunction OverviewGlobal Shared Services GSS enables General Mills to compete and win every day with a relentless focus on service excellence Our Shared Services model leverages domain excellence to drive scaled cost-efficient delivery We do that by delivering our services with a balance between cost and capability increasing productivity through optimized processes and tools and upholding company standards policies and practices GSS touches virtually every aspect of the General Mills enterprise including EmployeeServices Business Services Global Workforce Solutions and Global Data Governance Services For more details about General Mills please visit thisPurpose of the roleThis role is an important part of our India HR Shared Services Team and directly reports into to the India HR Direct Team Lead This primary focus of this role is to xc2xb7 Provides subject matter expertise to HR Direct Team on process and relevant HR technology xc2xb7 Focus on high quality process and transaction delivery through ServiceNow Case managementxc2xb7 Support Service Excellence Continuous Improvement of HR Direct processes though operational excellence xc2xb7 Provide feedback and suggestions for improvement regarding Workday G Me Go Learn etc xc2xb7 Responsible for efficient work Intake executionxc2xb7 Should be dependable reliable as a backup to HR Direct Team Lead when the need arisesKEY ACCOUNTABILITIESWork Management Monitors daily queue management and transaction activities to ensure no backlog Supports the HR Direct Associates during high volumes by managing calls chats cases Executes proactive or requested HR Direct case data analysis to Identify trends and improvement opportunities Monitors and reports on CSAT and Re-opened cases Provides process coaching and feedback to team member to improve results build capabilities Ensures the team is updated on any changes via huddles team meetings etc Creates reports Internal Process for team communications Avaya reports SN reports etc Is responsible for escalation and conflict resolution for the team Manages team rostering Monthly Rotation team back-ups etc outside workflex tracker Conducts trainings onboarding for new joiners using standardized materials updating when needed Responsible for actively assisting in Service Excellence Framework execution Plans and coordinates UATs between HRD team and other teams to test new features of Service Now WD etc Process Auditxc2xb7 Ensures G Me Knowledge base contains updated documents processes and proceduresxc2xb7 Introduce Maker-Checker arrangement wherever requiredxc2xb7 Performs monthly quarterly audits for letters any processesProjects Process Improvementsxc2xb7 Identifies process improvements standardization and automation opportunities and participates and or leads local or global projects planned or ad hoc for improvements ie priority projects Country-wise case trend analysis Long TAT HR raised cases etc xc2xb7 Executes broad HR Direct data analysis on CSAT and Re-opened cases Region Country-wisexc2xb7 Actively support new enterprise HRSS or HRD capabilities eg Work transitions etc xc2xb7 Drives continuous improvement ideation in the teamMINIMUM QUALIFICATIONSEducation Full time graduation from an accredited university Mandatory- Note This is the minimum education criteria which cannot be altered PREFERRED QUALIFICATIONS Preferred 5 years experience working in Shared Services Helpdesk Role in HR Shared Services domain Understands our Service Delivery best practices with a high degree of focus on the customer experience Demonstrated experience and influence in Multi-Nationalities Stakeholder Management Understanding and hands on experience of working on end-to-end processes Understanding of downstream impacts demonstration of xe2x80x98big picture thinking Ability to quickly comprehend challenges issues and navigate the unknown Understands the strategic intent of the Brand DNA the HR Operating model the role HR Direct plays to add value Work experience in Excel and HR Technologies Workday Service Now Go learn ICIMS etc Proficiency in Excel COMPANY OVERVIEWWe exist to make food the world loves But we do more than that Our company is a place that prioritizes being a force for good a place to expand learning explore new perspectives and reimagine new possibilities every day We look for people who want to bring their best xe2x80x94 bold thinkers with big hearts who challenge one other and grow together Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for whats next