Global HR Business Partner

7 days ago

Powai, Maharashtra, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
About Global Shared Services

We're seeking a skilled professional to join our India HR Shared Services Team as a Lead Hr Direct Representative. This role is an important part of our global organization and directly reports into the India HR Direct Team Lead.

The primary focus of this role is to provide subject matter expertise to HR Direct Team on process and relevant HR technology. You'll be responsible for delivering high-quality process and transaction execution through ServiceNow Case management.

Key Accountabilities for this role include:

  • Work Management: Monitor daily queue management and transaction activities to ensure no backlog; Support the HR Direct Associates during high volumes by managing calls, chats, cases, Execute proactive or requested HR Direct case data analysis to Identify trends and improvement opportunities.
  • Monitor and report on CSAT and Re-opened cases.
  • Provide process coaching and feedback to team members to improve results & build capabilities.
  • Ensure the team is updated on any changes via huddles, team meetings, etc.
  • Create reports, Internal Process, for team communications Avaya reports, SN reports, etc.
  • Evaluate escalation and conflict resolution for the team.
  • Manage team rostering, Monthly Rotation, team back-ups, etc outside workflex tracker.
  • Develop training programs & onboard new joiners using standardized materials updating when needed.
  • Conduct monthly quarterly audits for letters any processes.
Minimum Qualifications

The minimum qualifications for this role include:

  • Education: Full time graduation from an accredited university.
Preferred Qualifications

The preferred qualifications for this role include:

  • 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.
  • 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.
  • Proficiency in Excel.

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