Operations Associate, PMO

**Vacancy Name**
- Operations Associate, PMO

**Requisition No**
- VN2171

**Time Type**
- Full Time

**Location**
- Gurgaon Office

**Additional Location**

**Country**
- India

**Job Title**:
**Operations Associate**

**Reporting To**: Managed Services Manager
- **Staff Reporting**:None
- **Location**: Gurgaon, India
- **Shift**: AMS (7.00 PM - 4.00 AM IST)**Job Purpose**:
To provide administrative support for SHL’s Managed Service Project Management Team, supporting a range of products and services for all territories from the Global Customer Service Centre (GCSC).
- To provide 2nd line support to clients, processing internal requests received via the Managed Services Project Management Team. To extract data from SHL’s Talent Management systems to produce accurate and timely summaries to be presented to clients.**Key Accountabilities**:

- To respond to all incoming enquiries in line with published Service Level Agreements (SLAs), aiming for first time resolution wherever possible. These tasks include but are not exclusive to:

- Administration of online, and offline solutions, including generation of reports and status updates and perform against key KPIs and Quality measures.
- Running standard and complex projects across multiple platforms.
- Ensuring all milestones are delivered according to SLA agreements.
- To understand the organization structure and to liaise and build strong relations with internal teams, locally and remotely.
- Communicate and collaborate with relevant internal functions to resolve member issues and improve service execution
- To build a strong knowledge of the functionality of SHL Talent Management Systems.
- To undertake ad hoc projects as and when required

**Knowledge/Skills/Professional Requirements**:
**Key Competencies**:
**Essential**
- Copying with pressure and setbacks
- Planning and organizing
- Following instructions and procedures
- Presenting and communicating information
- Working with People
- Analyzing

**Skills**:

- Excellent at checking detail **- **content, consistency
- Excellent organizational and time management skills
- Advanced user of Microsoft Excel
- Excellent communication and organizational skills
- Ability to work independently and manage own workload
- Experience and comfort analyzing and managing data
- Experience of working as a member of a team
- Positive, upbeat attitude and desire to contribute meaningfully to the team
- Strong work ethic and willingness to take ownership for wide-ranging responsibilities
- Ability to build relationships and work well across functions
- Effective time management skills and ability to meet deadlines; demonstrated poise and grace under pressure; demonstrated initiative and resourcefulness; ability to build relationships and work well across functions
- Weekend support where required

**Experience**:

- Solid experience within a customer delivery environment
- Previous experience of working to targets/SLAs
- Experience working in a process driven environment
- Experience of working with a global and international organization
- Working with Shift patterns

**About Us**
- We unlock the possibilities of businesses through the power of people, science and technology.
- We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
- When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.**What SHL can offer you**
- An inclusive culture.
- A fun and flexible workplace where you’ll be inspired to do your best work.
- Employee benefits package that takes care of you and your family.
- Support, coaching, and on-the-job development to achieve career success.
- The ability to transform workplaces around the world for others.