Þputy Manager

Þputy Manager Lead Competencies Competencies - Exceptional customer service focus, including attention to detail and producing quality results; - Strong communication, interpersonal, teamwork, and organizational skills with superior verbal and written communication skills, with an emphasis on tact and diplomacy; - Proven ability to consistently and positively contribute in a high-paced, changing work environment with the ability to prioritize multiple functions and tasks and manage work time efficiently; - Self-directed, detail-oriented problem-solver with a strong desire to contribute to the organization's reputation and success; - Proficiency in Google Suite (preferred) and/or MS Office, including Word and Excel will be an added advantage - Listening skills i.e. Listens more & validates – empathetic towards customer problems - Ability to summarize the situation and the help being offered - Critical thinker – anticipates related issues that the customer may face and resolve upfront - Proactive customer care –attends proactively to the moments that matter - Integrate with internal and external parties involved - Ability to take decisions and keep the service center or the customer informed Roles & Responsibilities: Roles and Responsibilities - Act as primary point of contact to manage service delivery as per Client's standards and SLAs, assisting with any issues and escalations related to the regional program’s operations - Be hands on resource working on critical activities, be an SME across processes managed - Escalate to Client's GPS manager any problems that cannot be handled by the HR Coordinators under his/her supervision, or that are time-sensitive and requires local/regional knowledge of the operation; - Work with the team to implement required process changes, and reinforce agreed processes and policies; - Ensure that existing process documentation remains up-to-date due to process or regulatory changes, and is completed within the agreed SLAs and parameters - Have regular operational calls to review team's processes and questions; prepare monthly, quarterly, and annual service reviews to report SLAs, provide strategic insights, highlight risks, accomplishments and progress updates on process - Improvement initiatives -Ensure Root cause analysis is conducted for the errors/ issues identified , identify corrective and preventive actions for the errors and ensure learning is incorporated in team - Maintain internal calibration between Process Leads - People Management, Talent Retention, and RnR - Conduct 1-0-1s, Conduct Daily Huddles & Team Meetings - Creating Development Plan , TNI and Performance Management Qualifications: Education Qualification: -Graduate (Tech/ Non Technical background) mandatory requirement -Post Graduate (Tech/Non Technical Background) Preferred HRO Experience 8 yrs to 12 yrs of overall experience with minimum 4 yr of mandatory prior experience in managing people Client Management Exposure Process Management Experience with exposure in documentation preferred Relevant Experience : 1) Customer Service 2) Consulting 3) ITES/Aviation/Hospitality 4) Client Management/End Client interaction 5) HRO domain Experience Mandatory Experience : Candidate with minimum of 4 year experience in HR Domain vertical **Workday/Salesforce Experience preferred **Benefits Experience preferred ** Case mangement platform **HR Lifecycle Management