EXL IT service management
Location
Bangalore | India
Job description
- Experience of 8 to 12 years in US/International HUMAN RESOURCE OPERATIONS process (Onboarding, Benefits /Employee Life Cycle).
- Working and managing teams in a matrix organization.
- Develop action plans to ensure that improvement development plans are achieved.
- Ensure that service levels agreements/KPI are exceeded.
- Overall understanding of processes, continuous improvement, an ability, and interest in identifying and championing new ideas for possible adoption & transformation experience is added advantage.
- Receives large volume of incoming calls from various levels of Employees, responding to routine inquiries following established procedures including payroll, benefits and LOA questions, and HR system navigation questions. Acquires substantial knowledge about Human Resources policies, programs, and procedures that allow first call resolution in most cases.
- Utilize operational Key Performance Indicators (KPI) and other measurements to drive continuous improvements.
- Maintain day to day operations, administration and communication to Client and leadership.
- Reporting and presenting to the Management on KPI's on a pre-determined frequency.
- Initiate meetings with various stakeholders to communicate the process deliveries and Issue resolution.
- Develop and maintain relationships with external system owners and vendors.
- Lead transition of new business including development of staffing and training plans to accommodate new work, working with all appropriate parties to ensure smooth and efficient transition of the new business.
- Provide staff members with technical support, training, coaching and resources to achieve department objectives.
- Ensure Internal Control compliance and External Audit requirements are met at all times.
- Develop Competencies in the team, Hire right candidates for any open positions.
- Perform all other duties as assigned.
- Ability to effectively lead a wide variety of professionals, regardless of their experience level and specific expertise in achievement of established goals and objectives.
- Be analytical and have the ability to visualize process performance.
- Strong business and customer focus
- Working and managing teams in a matrix organization
- Ability to build relationships, teamwork and networking in a virtual international context.
- Quickly interpret the situation, determine the appropriate resolution, transaction, and/or escalation, and communicate the resolution.
- Logs all inquiries into a case management system used by the Company, recording and maintaining ticket history and outcomes.
- conduct one-on-one meeting sessions with the DR's (direct reportees) and provide timely feedback, provide process related updates to the team members.
- Good experience in international HR Operations (Onboarding, Benefits /Employee Life Cycle)
- Should have experience of reporting.
- Perform Quality checks for Associates and make corrections appropriately.
- Excellent communication skills both written and verbal.
- Stakeholder management and interaction with clients
- Experience in working with US Employees/customers.
- Seamless provision of services to the business
- Provision of a quality and responsive service
Primary Internal Interactions
- Highly developed interpersonal and communication skills
- Excellent working knowledge of MS Office - MS Excel, Word Doc, Outlook
- Demonstrates good time management and organizational skills.
- Understands the need for confidentiality.
- Ability to give attention to detail and accuracy.
Job tags
Salary
