team lead - Talent Excellence-HR Business Partner

Roles and responsibilities:

>Position :Team lead -BHR

>Shift

>Week

Customer:

• To be the first level of Interface between HR & Operations for all HR related Initiatives and
• Handle all queries, grievances and escalations and ensure the same are resolved within committed timelines.
• Assist the L&D team in the co-ordination for JUMP / L&D initiatives.
• Planning & executing all employee engagement activities across floor.
• Support Operations in any Ad-hoc /calendarized engagement activity / R&R / etc.
• Support TE related compliance activity.
• Provide TE Policy guidance and Interpretation to employees for resolution to queries on existing policies, salary, medi-claim, insurance claims etc.
• Support in coordinating/execution of Induction program defined for new joining at TL & TM. Also, may require supporting Grade I inductions & onboarding.
• Support / Guide operations in usage of HRMS/CCMS tool for all process flows defined.

Operational Excellence:

• Ensure timely closure of e-tickets for employee grievances and concerns.
• Responsible for the roll-out and closure of Internal Job Posting (IJPs) within specific timelines; Identifying tools of assessment/ selection in co-ordination with the OD team and implementing the same for IJP selection.
• Implementation of HR initiatives such as I Belong, HR Forums, PMS, Satisfaction surveys, etc.
• Ensure timely communication & completion of Appraisals for all teams on the floor; KRO and Appraisal Audits and Performance Awareness sessions conducted for all employees TL and above.
• Ensure Employee listening activities are planned, organized & conducted every quarter.
• Ensure closure of action planning jointly with Operations within timelines and prepare Communication pack reports for cascades to the floor.
• Ensure Confirmation process is run efficiently in the process; meet up with all employees on an EDP and effectively manage the process.
• Conduct regular refresher training on HR policies for both agents and Team Leaders to ensure clarity/awareness on HR policies and procedures.
• Own, Ideate, and devise Engagement activities for the Floor.
• Organize and Conduct Employee Engagement initiatives like Fun at work activities, CSR, etc.
• Conduct Exit Interviews for resigned employees and escalate issues, if any, arising of the interview.
• Investigate and issue DAP (Disciplinary Action Plan) to employees found in violation of process/ company policies post appropriate approvals.
• Maintain database and trackers for all BHR activities on real time basis.
• Ensure consistent and regular usage of HRMS wrt all BHR activities on real time basis.
• Ensure consistent usage of HRMS tool by employees across operations.
• Preparation of various BHR Reports/dashboards within timelines.
• Highlight any anomalies / deviations noted within the process to Reporting Supervisor for necessary action.

People & Culture:

• To be accessible when anyone a CSS/TL has any grievance that requires HR intervention.
• Handle all queries, grievances, and escalations from agents on the floor and ensure the same are resolved within committed timelines.
• Ensure adherence to disciplinary policies existing in the organization by employees on floor.
• Need based escalation of non-adherence to respective supervisors and operations stakeholders.
• Provide adequate support and guidance to employee in case of any medical requirements / emergencies in co-ordination with respective departments.
• Awareness on Escalation Matrix monthly.

Financial:

• Ensuring that engagement activities / listening sessions are carried out in a manner which does not impact on Operations SLA's.
• Ensure clearance formalities for resigned employees are completed within committed timelines by operations.
• Timely settlement of any advance taken from finance wrt Fun@Work activities carried out on floor.
• Timely issuance of Final Level CAP & Closure of "Refer to BHR" by operations to training team to ensure "No Impact" on business on account of non-performance of an individual.
• Highlight any anomalies / deviations noted within the process to Reporting Supervisor for necessary action.

Competencies:

• Delivers Customer Service
• Engaging Communication
• Builds Collaborative Relationships
• Takes Initiative to Deliver Team Objectives
• Maintains Composure