Posted:3 days ago|
Platform:
Work from Office
Full Time
Reports To: Director - ERC Years of Experience: Typically requires a minimum of 6-7 years of related Global HR Operations experience with atleast 4+ years in managing people. Job Role: - - - - - - - - - Lead a team of HR Operations Associates handling global employee and manager queries Be a case manager, assigning cases, overseeing queues to ensure timely and accurate resolution of inquiries within defined SLAs and quality standards. Act as an escalation point for complex or sensitive HR queries and ensure appropriate resolution in coordination with Centers of Excellence (COEs) and regional HR teams. Collaborate with regional HR teams and COEs to continuously improve processes and employee experience. Monitor workload distribution and optimize resource allocation across shifts and regions. Review and analyze team operational efficiency & productivity metrics with a close view on teams operational statistics. Support training, knowledge sharing, and upskilling of team members on HR policies, tools, and systems. Contribute to continuous improvement projects, with a focus on process standardization, efficiency, and scalability. Work knowledge of excel, data analysis to identify trends, gaps and implement improvements to service delivery. - - Guiding the team and responsible for keeping high quality of operational statistics of the team Keeping the SOPs and other relevant content updated Act as the primary contact for employees and managers across all regions, addressing a wide range of HR-related queries (ranging from policy inquiries, transactional inquiries, data & records, etc.) Use case management tools to provide support, research and problem resolution to queries with accuracy, empathy, and professionalism. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action Provide reporting support Deliver operational support for region-specific or locally required HR activities Ensure timely and accurate resolution of HR requests while maintaining compliance with internal policies and local labor laws. Maintain up-to-date knowledge of global and regional HR compliance requirements. Support global HR initiatives and process improvement projects with a focus on scalability and user experience.
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