Genpact
Location
Noida | India
Job description
MT-HRO CIC - LIF014655
With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Inviting applications for the role of Management Trainee, HRO (Customer Interaction)
Responsibilities
• Respond to employee queries - Tier 1 and Tier 2
• Resolving Tier 1 inquiries (email, phone, voicemail, chat, ServiceNow or other client systems used for case management)
• Manage outbound communications with respect to associate queries.
• Assign to case Inquiry to Tier 2/ Tier 3 as required.
• Escalate and handover Tier 3 queries to CoE or HRBP
• Resolve and research associate queries as required, inc. Annual Processes (i.e., annual compensation, open enrolment, etc.)
• Case management and case triaging inc. update case status on case management tool
• Manage concierge service requests.
• Manage associate’s documentation (store / retrieve / create)
• Administration of inbound mail received for the shared services.
• Follow quality requirements & act in compliance to local laws & regulations.
• Additional responsibilities from quality area, leading improvements, providing trainings.
• Maintain process documentation & document templates.
• Support content upload and updates on client portal (or its replacement), manage inquiries related to client Portal (or its replacement) and access requests.
• Review employee portal content – policy changes made by CoE, and Workday (or its replacement) guides to ensure updated and current content is reflected on employee portal.
• Perform translation activities.
• Generate employment verification letters
Qualifications we seek in you!
Minimum Qualifications
• Any graduate/postgraduate.
• Relevant experience in HRSS
• Excellent verbal, written, presentation and interpersonal skills in English.
Preferred Qualifications/ Skills
• Workday
• Service Now
Job tags
Salary
