MT - Hire to Retire-HMS057699 Job in Genpact
- Genpact
- 2 to 6 Yrs
- Hyderabad
- 11 months ago
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Job Description
- 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. Inviting applications for the role of Human Resource Operation, Senior Analyst! 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 Train and mentor, a team of coordinators as it scales up and down in response to business requirements. Focusing on best practices and providing ongoing subject matter expert support and guidance. 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. Act as a mentor and resource for coordinators by providing ongoing subject matter expert support and guidance. Influence best practices of customer service across HR Shared Services Partners with HR Shared Services Supervisors and Team Leads to identify training gaps and trends and take appropriate action so that future errors or gaps in knowledge are minimized. 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. Strong communication skills, with an emphasis on tact and diplomacy. This includes the ability to speak and write clearly to deliver customer service excellence over the phone, through cases, e-mail, or in all other interactions 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 Bachelors 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,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: MT - Hire to Retire-HMS057699 Job in GenpactContact Details:
Company: GenpactLocation(s): Hyderabad+ View Contact
Keyskills: Customer service Communication skills
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