Asst. Manager Us Hr Services Job in Escalon Business Services Pvt Ltd
Asst. Manager Us Hr Services
Escalon Business Services Pvt Ltd
4+ weeks ago
- Mohali, Ajitgarh, Punjab
- Not Disclosed
- Full-time
- Permanent
Job Summary
Duties & ResponsibilitiesThe role requires strong process orientation and SLA adherence experience and the ability to partner with global markets as required to complete the transactions based out off-shore locations to deliver agreed SLA/CSAT based customer service.
Deliver services at the defined at the SLAs/KPIs and drive operational efficiency and continuous improvement
Ensure consistent service delivery of agreed process and complete transaction tracking to capture SLAs
Identify and implement service delivery and process improvement opportunities in the assigned process
Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements
Partner with team to execute plans to improve customer satisfaction with a focus on processes
Represent technical, functional and customer perspective when taking decisions: Database requirements, integration of systems, internal clients and the broader shared services organization
Manage escalation and takes ownership for ultimate issue resolution
Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed
Ensure knowledge management platform is updated
Service management and ticket management system experience
Customer orientation
Process management and continuous improvement with a focus on optimization and productivity
Ability to work with different geographies and cultural experience sensitivity
Min. 6 years in a large scale global HR Operations/Shared Services environment
Strong communication skills
Team management Scope and Scale
Demonstrated track record of strong service delivery
Job Description
Job PurposeThe HR Operations Assistant Manager will be responsible for Employee services global processes and transactions to be completed for the respective process based on the agreed service catalog and SLAs under direct supervision of the manager & US counterparts. The role will be responsible to deliver standardized transaction (hire to Retire) for the work assigned and will leverage required HR systems and tools met the process requirements based out of the India GBS site.Duties & ResponsibilitiesThe role requires strong process orientation and SLA adherence experience and the ability to partner with global markets as required to complete the transactions based out off-shore locations to deliver agreed SLA/CSAT based customer service.
Deliver services at the defined at the SLAs/KPIs and drive operational efficiency and continuous improvement
Ensure consistent service delivery of agreed process and complete transaction tracking to capture SLAs
Identify and implement service delivery and process improvement opportunities in the assigned process
Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements
Partner with team to execute plans to improve customer satisfaction with a focus on processes
Represent technical, functional and customer perspective when taking decisions: Database requirements, integration of systems, internal clients and the broader shared services organization
Manage escalation and takes ownership for ultimate issue resolution
Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed
Ensure knowledge management platform is updated
Required Candidate profile
HR Shared Services process and SLA management experience: 6 yearsService management and ticket management system experience
Customer orientation
Process management and continuous improvement with a focus on optimization and productivity
Ability to work with different geographies and cultural experience sensitivity
Min. 6 years in a large scale global HR Operations/Shared Services environment
Strong communication skills
Team management Scope and Scale
Demonstrated track record of strong service delivery
Experience Required :
6 to 9 Years
Vacancy :
2 - 4 Hires
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