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Ericsson
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Manager Integrated Helpdesk GHRD

Manager Integrated Helpdesk GHRD

Ericsson

7 - 12 years

7 - 11 Lacs

Gurugram

Posted:1 month ago| Platform:

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Skills Required

Training RCA Payroll HR processes Manager Quality Assurance Excel Helpdesk ticketing tools HR Operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

About this opportunity: Responsible for ensuring 1st line support to all Ericsson employees on Shared Service Helpdesk including HR, TE, AP on Global and local processes and tools like ITM, SuccessFactors, OM, Dialog, CCM, Payroll, Benefits, etc. What you will do: Responsible for overall delivery as per standard ways of working across Market Area/ Business Unit/ Region. Point of contact for Stakeholder Manage process to avoid CF and manage Training with RCA along with TNI and TNA Quality assurance of the deliveries done by team members. Liaise with stakeholders to provide Tier 1 support to all the Employees. Responsible for knowledge delivery on new global HR processes and tools. Analyse reports, provide insights and feedback to the Management (trends in queries/issues, improvement as applicable, non-standard customer demands). Schedule process knowledge trainings and monitor progress. Identification and documentation of agent-wise training needs (process and behavioural). Cohesive engagement with stake holders like regional HR Directs and SME s. Be responsive to escalations from regions. Resolve and reduce escalations. Showcase unit as responsible unit via quality and timely resolution and identify process improvements. Motivate, manage and lead the team. Competence development of team covering process and behavioral aspect. The skills you bring: Graduate/Post Graduate with an overall experience of 7 years with at least 3 years of relevant experience on employee support processes. Working knowledge of AI and RPA Excellent knowledge of MS Office, Excel and Powerpoint Knowledge/Exposure to online ticketing tools, HR functions, HR systems, working with global clients will be an added advantage. Ability to manage operational staff working to strict timelines while maintaining quality. Keen learning orientation, accountability and adaptability-able to multi task. High standard of personal integrity (Dependability to handle extremely confidential information in a professional manner). High level of Customer Focus and Flexible to work as per business requirement. Primary country and city: India (IN) || Gurgaon Req ID: 768243

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Manager Integrated Helpdesk GHRD