Job Description

City : Mohali State : Punjab (IN-PB) Country : India (IN) Requisition Number: 42560
Business Title : Manager Employee Services - Global Lead
Job Grade : Deputy General Manager
Global Department : HR Services
Role Purpose Statement :
This role will be responsible for setting up, managing, and continuously improving our Colleague Services Helpdesk operations, leveraging cutting-edge digital tools such as portals, virtual agents / chatbots, and chat & call centre solutions to deliver an exceptional experience to our colleagues.
Main Accountabilities :

• Design, a global Colleague Services Helpdesk, including portal, virtual agents, and chat & call channels.
• Lead the setup and integration of digital tools such as service portals, chatbots, and case management systems.
• Develop and execute strategies for improving colleague experience through digital-first solutions enablement.
• Implement consistent procedures for incident management, service requests, and problem resolution across all regions to ensure uniform quality.
• Collaborate with HR Service Leads, HR, IT, Vendors (if applicable) and other business stakeholders to align colleague services helpdesk operations with organizational goals.
• Ensure appropriate support for a global workforce developing staffing strategies through data insights.
• Define and monitor SLAs, KPIs, and performance metrics for helpdesk operations to ensure service excellence.
• Enhance capability of the team to support queries of higher complexity, while starting with Level 1 (simple), to reach advance like Level 2.
• Ensure continuous documentation of operating procedures and knowledgebases to improve the effectiveness of support channels.
• Ensure procedures for hand-offs between teams are simple, effective and minimize effort or loss of information.
• Develop and evolve strategies to develop and increase cultural and language skills.
• Coach and develop a global team of colleague service representatives and team leaders.
• Drive continuous improvement through data-driven insights, root cause analysis, and automation opportunities.
• Manage vendor relationships, budgets, and contracts for outsourced support services (if applicable).

Education & Experience:

• Bachelor's degree in a related field (master's preferred).
• Highly desire experience in a shared services or with a services provider.
• Exposure of working in a manufacturing set-up with blue-collar workforce is a plus.
• Proven track record of designing and implementing Global colleague helpdesk.
• Strong experience with digital HR tools, chatbots, and omnichannel service platforms.
• Experience with case management systems and knowledge management solutions.
• People leadership experience with a focus on coaching and developing teams.
• Strong understanding of colleague experience and service design principles.
• 14+ years' experience in colleague service leadership role and HR operations.

At Bunge (NYSE: BG), our purpose is to connect farmers to consumers to deliver essential food, feed and fuel to the world. As a premier agribusiness solutions provider, our team of ~37,000 dedicated employees partner with farmers across the globe to move agricultural commodities from where they're grown to where they're needed-in faster, smarter, and more efficient ways. We are a world leader in grain origination, storage, distribution, oilseed processing and refining, offering a broad portfolio of plant-based oils, fats, and proteins. We work alongside our customers at both ends of the value chain to deliver quality products and develop tailored, innovative solutions that address evolving consumer needs. With 200+ years of experience and presence in over 50 countries, we are committed to strengthening global food security, advancing sustainability, and helping communities prosper where we operate. Bunge has its registered office in Geneva, Switzerland and its corporate headquarters in St. Louis, Missouri. Learn more at Bunge.com.
Every day our people exemplify these values, which represent Bunge at its core:

• We Are One Team - Collaborative, Respectful, Inclusive
• We Lead The Way - Agile, Empowered, Innovative
• We Do What's Right - Safety, Sustainability, With Integrity

If this sounds like you, join us! We value and invest in people who believe in our purpose and are excited to live it every day - people who are #ProudtoBeBunge

Skills Required