Position TitleLead HR Direct RepresentativeFunction/GroupGlobal Shared Services (GSS)LocationMumbaiShift Timing6.30 pm to 3.30 amRole Reports toHR Direct Team LeadRemote/Hybrid/in-OfficeHybrid
About General Mills
We make food the world loves: 100 brands. In 100 countries. Across six continents.
With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerateus into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out http://www.generalmills.comGeneral Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out https://www.generalmills.co.inWe advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.
Job Overview
Function Overview
The Lead HR Direct Representative plays a vital role within the Global Shared Services (GSS) team, providing exceptional customer service to employees, managers, and HR professionals. This role requires a proactive, customer-centric approach, exceeding established team metrics and acting as a peer mentor and coach. The successful candidate will lead process improvement initiatives to enhance customer satisfaction, manage related projects, and contribute to a collaborative and supportive team environment. This position requires a strong understanding of HR Direct processes, their impact, and the broader HR operating model.For more details about General Mills please visit this Link
Purpose of the role
Role
This role is an important part of our India HR Shared Services Team and directly reports into to the India HR Direct Team Lead. This primary focus of this role is to:
- Provides subject matter expertise to HR Direct Team on process and relevant HR technology.
- Focus on high quality process and transaction delivery through ServiceNow Case management
- Support Service Excellence & Continuous Improvement of HR Direct processes though operational excellence.
- Provide feedback and suggestions for improvement regarding Workday/G&Me/Go Learn etc.
- Responsible for efficient work Intake execution
- Should be dependable & reliable as a backup to HR Direct Team Lead when the need arises
Key Accountabilities
Leadership & Influence:
- Lead and inspire the HR Direct team, driving positive change and fostering a collaborative and supportive environment.
- Effectively partner with cross-functional teams to share knowledge and improve processes.
- Provide coaching and mentoring to team members.
Operational Excellence
- Monitors daily queue management and transaction activities to ensure no backlog.
- Supports the HR Direct Associates during high volumes by managing calls, chats cases.
- Executes proactive or requested HR Direct case data analysis to Identify trends and improvement opportunities
- Monitors and reports on CSAT and Re-opened cases.
- Provides process coaching and feedback to team member to improve results & build capabilities
- Ensures the team is updated on any changes via huddles/ team meetings, etc.
- Creates reports (internal process) for team communications (Avaya reports, SN reports, etc.).
- Is responsible for escalation and conflict resolution for the team.
- Manages team rostering – Monthly Rotation, team back-ups etc. outside workflex tracker
- Conducts trainings & onboarding for new joiners using standardized materials; updating when needed
- Responsible for actively assisting in Service Excellence Framework execution.
- Plans and coordinates UATs between HRD team and other teams to test new features of Service Now/WD, etc.
Accountability
- Consistently meet and exceed team metrics, demonstrating effective time management and communication, especially when facing deadlines.
- Proactively manage workload and projects to ensure timely completion.
Knowledge & Expertise
- Possess a comprehensive understanding of HR Direct processes, their impact, and the broader HR operating model.
- Proactively identify and address knowledge gaps, sharing insights with the team to maintain consistency and improve service delivery.
- Maintain up-to-date knowledge of General Mills' brand DNA and HR strategies.
Process Audit
- Ensures G&Me Knowledge base contains updated documents, processes, and procedures
- Introduce Maker-Checker arrangement, wherever required
- Performs monthly/quarterly audits for letters, any processes
Projects/Process Improvements
- Identifies process improvements, standardization and automation opportunities and participates and or leads local or global projects (planned or ad hoc) for improvements (ie. priority projects, Country-wise case trend analysis, Long TAT, HR raised cases, etc.)
- Executes broad HR Direct data analysis on CSAT and Re-opened cases – Region/Country-wise
- Actively support new enterprise, HRSS or HRD capabilities (eg Work transitions etc.)
- Drives continuous improvement & ideation in the team
- Proactively identify and implement process improvements to enhance efficiency and consistency.
- Lead initiatives to streamline workflows and reduce processing time.
- Work collaboratively with the supervisor to implement changes.
Minimum Qualifications
- Education – Full time graduation from an accredited university (Mandatory- Note: This is the minimum education criteria which cannot be altered)
Preferred Qualifications
- Preferred 5+ years’ experience working in Shared Services Helpdesk Role in HR Shared Services domain
- Understands our Service Delivery best practices, with a high degree of focus on the customer experience
- Demonstrated experience and influence in Multi-Nationalities Stakeholder Management
- Understanding and hands on experience of working on end-to-end processes
- Understanding of downstream impacts & demonstration of ‘big picture’ thinking
- Ability to quickly comprehend challenges/issues and navigate the unknown
- Understands the strategic intent of the Brand DNA, the HR Operating model & the role HR Direct plays to add value
- Work experience in Excel and HR Technologies – Workday, Service Now, Go learn, ICIMS, etc.
- Proficiency in Excel
- Experience coaching and mentoring team members.
- Current HR Direct experience.
- Highly self-motivated and proactive approach to work.
- Exceptional attention to detail and ability to manage time-sensitive, detailed work.
- Strong organizational and time management skills.
- Adaptability and ability to manage changing priorities and demands.
- Exceptional customer service skills with a customer-first mindset.
- Excellent interpersonal skills, demonstrating tact and diplomacy in both verbal and written communication.
- Strong decision-making and problem-solving skills.
- High integrity, sound judgment, and discretion in handling confidential information.
- Proactive thinking and strong analytical, quantitative, and critical thinking skills.
Company Overview
We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best — bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.
