BPO
Location
Mumbai | India
Job description
The candidate must possess knowledge relevant to the functional area, and act as a subject matter expert in providing advice in the area of expertise, and also focus on continuous improvement for maximum efficiency. It is vital to focus on the high standard of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. He/she should be able to break down complex problems into logical and manageable parts in a systematic way, and generate and compare multiple options, and set priorities to resolve problems.
The ideal candidate must be proactive, and go beyond expectations to achieve job results and create new opportunities. He/she must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide development opportunities, and manage career aspirations of direct reports. Communication skills are key here, to explain organizational objectives, assignments, and the big picture to the team, and to articulate team vision and clear objectives. Senior Process Manager Role and Responsibilities: Employee Relationship Management Work closely with the Program Leader and other senior managers in the program to ensure a balance in HR & Ops communication and that Company policies are adhered to in the Program Understand employees' concerns, escalate to appropriate levels, and ensure resolution of the concern. Investigate and close employee grievances and take necessary disciplinary action wherever required Carry out the HIPO development and Career discussion programs for the identified group of Monitor PIP for bottom performers in the Program Attrition management for the Program/process Target to reduce Grievance Level up to ZERO percent. Reach out Plan & organize fun on-floor events Organize MTMs and conduct pulse meetings Oversee the 90-day On-boarding Ensure that the employees in the Program attend KM training programs Appraisal and Career Planning Conduct sessions to explain the concept of Performance Appraisals in the Organization. Ensure goal-setting activities are carried out between the managers and their subordinates at the start of the year. Help new managers with evaluating their subordinates. Drive PMS in the Program by imparting appraisal coaching to A/SA group and attending 1x1 for all A/SA BE cases Ops Compliance Conduct exit interviews within timelines Timely closure of PIP cases Close BG cases in the Program where Insufficiency/discrepancy has been identified Updation and Reporting Ensure that all trackers like grievance, PIP, etc., are updated on a real-time basis and shared with the Sr. HR BP and other stakeholders Create all necessary reports and dashboards required for each program/process area Drive Reward and recognition in the program to recognize & reward contribution and achievement in order to motivate higher performance level. Technical and Functional Skills: MBA graduate with 8+ years of work experience in a HRBP role preferably from the BPO industry Good exposure of performance appraisal, succession planning and stakeholder management. Experience required into employee engagement and connect activities. Good knowledge of excel and experience into preparing various trackers. Strong verbal, written, and interpersonal communication abilities. Strong analytical skills and experience using and presenting data to make decisions.Job tags
Salary
