Job Description

Mission:As part of the Outsourcing team, you act as a single point of contact for the allocated region and associates. Building and maintaining healthy business relations with associates, ensuring customer satisfaction by achieving delivery & service quality norms.Responsibilities:

• 100% adherence-Sharing reports, dashboards to the client & internal team
• Prepare master of associates with all required fields.
• Conduct interviews/coordination with field team for timely on boarding of associates
• Follow up with OB team for timely generation of e-codes, ESIC numbers & Insurance cards etc.
• Follow up with SSC team for issuing contract extension letters & payslips to be provided to the associates.
• Addressing HR queries of associates & also include exit formalities and help them in getting relieving letters, Pf withdrawal/transfer processes etc.
• Escalation from client & associates-Resolution within TAT
• Coordinate with supervisor for on ground execution of Project.
• SPOC for IT reporting-Creating reporting ids for new joiners for online reporting
• SPOC for collating and sharing reports-Sharing reports and dashboards with the client as per agreed SLAs/Adhoc requests.
• Ensuring timely attendance input & adherence to payroll.
• Coordinating with associates for conducting induction for new joiners
• Preparing data for monthly business reviews-client/internal
• Contingency planning and attrition be managed effectively to avoid any impact to the business
• Preparation of duty roster as per the exam schedule and ensure smooth and fair conduct of exams.
• Regular visit to all exam centres within the area of responsibility and implement/adherence to processes to achieve the SLA.
• Responsible to ensure continuity in operations and assess/conduct training requirements for the associates/supervisors.

Key Relationships:

• Internal Employees (Senior Program Manager, Program Manager, Exam Centre Supervisors, Operations Team, Recruitment Team, Outsourcing team)
• External Customers (Clients, Associates, Business Partners)

Success Indicators:

• Productivity of the associates
• Timely and error-free collation of attendances
• Achieving delivery & service quality norms
• Timely preparation of roster for the exams.

Other Information:

• Ability to put across action plan to resolve complex project issue within a deadline
• Ability to present complex data in a simpler form
• Proactive to understand the requirements and deliver accordingly.
• Flexible to work as per job requirements and stretch beyond working hours if required