Job Description

:

Deputy 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