Our client delivers IT Services, Business and Technology Consulting, IT Outsourcing and System Integration services & solutions.
1.This position will be responsible for managing a team for working in an European HR function
2.Will be responsible for Process Documentation and Updates
3.Stakeholder interaction- will interact with client Function Head (e.g. Payroll, Time Management, HR Admin etc. as the case may be), Client SMEs and Process Experts.
4.Responsibilities- End to End case management of cases , service excellence ( meeting KPIs, SLAs), stakeholder satisfaction, process improvement, issue analysis and resolution, process and resource optimization, interaction with SMEs
5.Managing Teams for various European countries and maintaining employee satisfaction.
•Lead team of Transaction processors.
•Resolve Customer Cases and work on escalated cases.
•Assist team members to research and solve customer cases.
•Discuss cases with specialists to find solutions.
•Identify trends and high volume inquires that may indicate corporate-wide issues; inform management as appropriate
•Maintain good service level.
•Train and develop team members
•Coach and provide feedback to team members
•Create developmental plans for each team member
•Recognize and reward quality performance
•Conduct quality monitorings for Team
•Ensure Team meets audit and compliance requirements
•Be proficient in all applications
•Manage the metrics agreed for the client dashboard
Technical Competencies (must have)
1.Experience in HR / Payroll processing (German preferable)
2.Should have worked with Core HR process outsourcing (HR helpdesk, payroll etc)
3.Knowledge of global HR policies & Practices Proficiency
4.Proficiency in German and English in business context
Technical Competencies (Good to have)
1.Ability to work in a global HR environment. Exposure to different geographies.
2.Ability to ensure appropriate and efficient case resolution
3.Exposure to various HR tools & technology
4.Exposure to process mapping tools like Visio for documentation
5.Worked on creation of training documents for processes