Employee Benefits Manager

Front line staff Services Guarantee

• Use feedback from the In house Contact center team to define processes and promote delivery of the service guarantee to the employees in all HR related transactions
• Identify the errors and does complete root cause analysis to bring changes to process
• Acts a central repository of all policies and based upon the feedback take initiatives to change the policies and processes to better employee experience
• Directly interacts with few employees to get the pulse of key or repeated concerns from the employees and take initiatives to eliminate such issues
• Publishes dashboards on key services metrics and reviews with relevant stakeholders to improve upon the same
• Aligns with other HR leadership team to leverage technology to improve employee experience

Employee Service Center Management

• Ensure that front line staff can get all their HR related queries resolved over the phone without going to the branch
• Works with other functions like payroll, IT, Finance and operations to ensure that the team has data to resolve the issues in the first call itself
• Monitor outbound calls and understands issues of the attrited employees
• Defines service delivery framework and processes for timely resolution of employee queries and grievances on HR matters.
• Establishes and monitors internal controls and quality measures to ensure the center meets defined SLAs.
• Monitors operations, analyze contact center performance and resolve any escalated issues related to service levels management at the Center.
• Reviews metrics and reports, present performance summary to relevant internal stakeholders as required.
• Develops and works on implementing improvement opportunities to address any identified gaps in performance or quality.

Query and Grievance Management

• Oversees handling and responding to all inbound queries (including first time call resolution) and grievances - administrative, financial, behavior, policy and others. Also responsible for ensuring guard satisfaction.
• Serves as a point of escalation for priority issues or where further support is required from Business/ Function Heads.
• Provides strategic input to top leadership on employee morale, attrition and other HR challenges based on an analysis of the queries/ grievances received.

Special Projects Management

• Oversees implementation of all special projects in areas under purview such as payroll IT enablement, e-recruitment helpdesk, pulse etc.
• Regularly monitors and tracks performance of the special projects and analysis of data/ inputs received from these programs.
• Report out findings / observations from the analysis to appropriate stakeholders to drive appropriate actions.
• Evaluates effectiveness of these projects in achieving the desired objectives.

Speak out and Senior Management escalations

• Monitors and keeps a repository of senior management complaints, speak out cases and drives to close them with the relevant business HR or functional HR
• Reviews the timelines of delivery and tracks them till closed
• Interacts immediately and directly with such complaints
• Publishes dashboards and take initiatives to improve on such dashboards
• Closely review all cases with Director HR for updation, support and closure