Mt - Hire to Retire

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI._

**_ _**
- The HR Services Team Lead will oversee operations of the centralized shared services People Connect team. This role will ensure adherence to all HR processes, proper call and transaction handling, as well as help standardize, optimize & manage operational processes to allow for scalable delivery of HR management processes_
- Responsibilities_

**_ _**
- _Coordinates and monitors daily work activities and provides updates as required. Assist with workload prioritization and analyze call and case activity for the evaluation and determination of ongoing People Connect staffing, scheduling, and training._
- _Monitor SLAs and report on SLAs._
- _Ensures team meets/exceeds quality performance metrics through consistent quality monitoring and employee feedback and is available to staff to answer questions._
- _Monitors calls and gives ongoing continuous feedback. Identifies and delivers on training opportunities._
- _Monitoring of skill reports to ensure employee adherence to schedules and proper aux statuses_
- _Assist in issue escalations and provides guidance to staff and handles escalated issues directly, as appropriate. Identifies opportunities to provide corrective services to address customer complaints_
- _Partners with Supervisor and liaisons to identify trends and communicates to the appropriate person when audits or training opportunities exist that could minimize errors._
- _Provides guidance to staff and handles escalated issues directly, as appropriate. Identifies opportunities to provide corrective services to address customer complaints._
- _Ensures team meets/exceeds quality performance metrics through consistent quality monitoring, both through case work quality and call quality, and employee feedback._
- _Works closely with leadership team to ensure consistent and effective training around moments that matter._
- _Provides guidance to staff and handles escalated issues directly, as appropriate. Identifies opportunities to provide corrective services to address customer complaints._
- _Foster a team environment and a strong service culture that ensures delivery of accurate, timely repeatable and quality-driven service to multiple internal and external stakeholders. Other duties as assigned._
- _Collaborate and partner with People Connect Specialists, HR COEs, and HRSD regional leadership to properly execute on process improvement projects as well as modify PeopleSoft reports and ServiceNow dashboards to inform decision making._
- _Identify any potential process gaps and partner with Supervisor to process map solutions_

**_ _**
- Qualifications we seek in you_
- Minimum Qualifications / Skills_

**_ _**
- _Relevant years of experience in an HR support or customer service role, preferably in a shared services environment._
- _Passion for delivering world-class customer service with focused attentiveness and responsiveness to customer needs._
- _Strong organizational skills with an ability to handle multiple tasks simultaneously._
- _Highly self-motivated, self-starter with the ability to work independently and prioritize workload._
- Preferred Qualifications/ Skills_
- _Bachelor’s degree in human resources, Business Administration, or a related field (preferred)_
- _Having experience in UKG (UltiPro System) is preferred_

**_ _**

**_
Job_**_Management Trainee_

**_ Primary Location_**_India-Hyderabad_

**_ Schedule_**_Full-time_

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

**_ Job Posting_**_Feb 12, 2025, 4:02:21 AM_

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