Job
Description
Global Shared Services (GSS) enables General Mills to compete and win every day with a relentless focus on service excellence. Our Shared Services model leverages domain excellence to drive scaled cost-efficient delivery. We do that by delivering our services with a balance between cost and capability; increasing productivity through optimized processes and tools; and upholding company standards, policies, and practices. GSS touches virtually every aspect of the General Mills enterprise, including EmployeeServices, Business Services, Global Workforce Solutions, and Global Data Governance Services. For more details about General Mills please visit this Link Purpose of the 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 Work Management 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. 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 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
