Helpdesk Manager
2 weeks ago
Candidate expectation
Candidate must have 10+years of experience in HR Helpdesk
Excellent understanding of various processes of core HR Operations and Voice, Emails and Chat Operations (Must have)
Experience in Leading teams managing Tier 1 HR & helpdesk for UK, Europe or US Employees & Should have experience in using Workflow / case management tools like ServiceNow, Remedy etc.
Ability to work 24*7 shift timings. Mainly India night shifts
Key Roles & Responsibilities:
Good understanding of various HR Systems/ applications
Basic understanding of MIS
Good understanding of Quality Methodology and tools
Good understanding of Service level agreements and contractual compliance requirements
Should have good Excel and Presentation skills
Should have excellent client and stakeholder management skills
Lead teams providing Tier HR helpdesk support to the Employees, Line Managers, Vendors and 3rd parties
Team management, Team engagement and Succession planning
Ensure appropriate staffing as required
Financial and contract Management
Ensure policies and procedures are followed and Zero noncompliance across the engagement
Ensure the Service Levels are met consistently
Ensure data privacy requirements are followed with upmost focus. Drive regular awareness
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
Manage expectations from client stakeholders and internal leadership
Prepare and present data in internal and client governance forums.
Ability to drive a culture of high performance, continuous improvement and motivate the teams
Gather insights from the customer regarding seasonal spike in volumes, forecasting and arrange appropriate staffing
Graduate in any discipline
Basic computer knowledge required (MS- Office Applications)
Proven ability to adapt to new tools by applying logical approach
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