Human Resources Operations Tower Lead – Assistant Manager – English – Remote RO *

Responsibilities

Review delivery of payroll processing service, ensuring the operational aspects of HR operations and associated activities are accurate and delivered within appropriate timeframes and comply with relevant legislation.

Strong understanding and proven abilities of executing Global HR operations industry standards and market landscape that will determine the value proposition and competitive advantage for the shared service hub.

Actively work with other leaders and internal team members in identifying and implementing the process standardization, simplification and automation opportunities, and act as a mentor/support for the teams.

Coach, mentor, train and coordinate the activities of the team.

Understand the use of data to give insights to the business. Be able to make decisions using data.

Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks.

Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies.

Owning implementation and delivery of Operational Excellence Framework including Visual Management System.

Utilize capacity management tools to rightly schedule resources to meet demand for operations.

Ensure the teams have all operational resources, such as IT, Facility, Training, etc.

Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management toolduring Transition and post go-live.

Create reporting both for client and Genpact management for Operations review.

Participate in governance meetings at country / region level; Actively work with the team and ensure right collaboration with the team members properly to meet the deliverables and motivate & help them to develop the process standards.

Completing the HRO process controls established through the internal policies.

Daily Quality check of volume processed by team.

Updating 360 dashboard daily.

Manages the team for the creation, update, and review exercises of the standard operating procedures to ensure approval as per the expected deadlines.

Monitors and follow-up the training plans for the team members; completion on time and highlight potential risks for delays. Ensures the back up and cross training structures in the team.

Client:

• Display and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction

• Escalation tracking and resolution for client issues

• Be part of the client organization to drive improvement projects

• Own and hold periodic reviews with clients on Operational performance

• Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy

People:

• People management Ensuring Retention metrics are met, and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives

• Being part of people initiatives organized by HR team and owning delivering on the same

• Monthly, Quarterly and Yearly Individual Performance discussions and appraisal

• Developing development action plans, coaching, and mentoring team members, developing talent, organizing career path meetings with team members

• Owning and facilitating team meetings daily for better process performance and enhancement

• Conflict Management and resolving issues not only within team, but also inter-team and cross functional

• Maintain discipline and positive behavior / environment in the team

• Own 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc.

• Own organization of motivational programs for team members

• Participating in selection of new team members or hires within Genpact

• About Company

  Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.