Helpdesk Manager

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