MT-HIG021109 Job in Genpact at Hyderabad
- Genpact
- 1 to 5 Yrs
- Hyderabad
- 24 days ago
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Job Description
- Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose the relentless pursuit of a world that works better for people we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Management Trainee HRO Job Summary The HR Services Team Lead will oversee operations of the centralized shared services People Connect team. This role will ensure adherence to all HR processes, proper call and transaction handling, as well as help standardize, optimize & manage operational processes to allow for scalable delivery of HR management processes. Responsibilities Performs background research and follow-up needed to resolve employee requests that cannot be resolved at the time of initial contact, including root cause analysis. Maintain standard operating procedures, policies, systems, and technology to ensure that maximum efficiencies are achieved in responding to employee inquiries. Ensure that all Service Level Agreements are met or exceeded. Assist with workload prioritization and analyze call and case activity for the evaluation and determination of ongoing People Connect staffing, scheduling, and training. Train new People Connect Coordinators on best practices and provide ongoing subject matter expert support and guidance. Identifies user trends and communicates to the appropriate person when audits or training opportunities exist that could minimize errors. Coordinate the ongoing evaluation and maintenance of internal and external knowledge articles and resources to aid in the resolution of employee inquiries. Act as a mentor and resource for coordinators by providing ongoing subject matter expert support and guidance. Influence best practices of customer service across HR Shared Services Partners with HR Shared Services Supervisors and Team Leads to identify training gaps and trends and take appropriate action so that future errors or gaps in knowledge are minimized. Provides guidance to staff and handles escalated issues directly, as appropriate. Identifies opportunities to provide corrective services to address customer complaints. Foster a team environment and a strong service culture that ensures delivery of accurate, timely repeatable and quality-driven service to multiple internal and external stakeholders. Other duties as assigned. Collaborate and partner with People Connect Specialists, HR COEs, and HRSD regional leadership to properly execute on process improvement projects as well as modify PeopleSoft reports and ServiceNow dashboards to inform decision making. Identify any potential process gaps and partner with Supervisor to process map solutions. Resolve assigned cases ensuring proper and timely resolution for the employee including meeting or exceeding all service level agreements. Execute transactional work in accordance with the teams processes and standards, including meeting or exceeding all service level agreements. Maintain confidences and sensitive information. Other duties as assigned. Qualifications we seek in you! Minimum Qualification Bachelors degree and/or equivalent experience Bachelors degree in human resources, Business Administration, or a related field (preferred). Job Requirements Experience in an HR support or customer service role, preferably in a shared services environment. Passion for delivering world-class customer service with focused attentiveness and responsiveness to customer needs. Strong organizational skills with an ability to handle multiple tasks simultaneously. Highly self-motivated, self-starter with the ability to work independently and prioritize workload Job Management Trainee Primary Location India-Hyderabad Schedule Full-time Education Level Bachelor's / Graduation / Equivalent Job Posting Feb 20, 2025, 3:22:31 PM Unposting Date Mar 22, 2025, 11:59:00 PM Master Skills List Operations Job Category Full Time,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Not Specified
Functional Area: Not Specified
Role/Responsibilies: MT-HIG021109 Job in Genpact at Hyderabad
Contact Details:
Company: GenpactLocation(s): Hyderabad
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Keyskills: HR processes customer service process improvement PeopleSoft ServiceNow
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