The Employee services Manager is responsible for the performance and the direction of the Learning Admin and Employee lifecycle supervisors within the BPO. He/she leads a team of HR professionals to ensure that the overall delivery of services to the OpCos meets or exceeds agreed KPIs and SLAs defined between the operating companies and shared service and is within a strong internal control framework. The Employee services team lead plays a critical role in building the capability and standards of shared service and will also support the development and sustainability of the shared service by ensuring service delivery excellence.
Ensure teams accurate and timely delivery of services such as alignment of the learning management system, management of reports from LMS for checking accuracy of curriculum alignment.
Responsible for managing training schedules as per OpCos requirement.
Guiding and facilitating the supervisors in sending timely communications, ensuring accuracy in managing registrations, pre and post training evaluation.
Employee life cycle:
To facilitate the sharing of structured communications with appropriate guidelines
Ensuring that timely reminders are sent on the Performance review process, managing the cascading of objectives, consolidating performance review data and sharing it with the Corporate HR analysis,
Co-ordination with OpCo for managing On Boarding formalities and documents.
Ensure accurate SAP entry of transfer, confirmation, promotion and Letter generation from system.
Ensure that the team fully complies with internal company controls and reports on a timely and correct basis to the Internal Control
Manage and supervise team members to ensure tasks are completed in an accurate and timely manner.
Managing the day to day work activities of the team and ensuring the necessary skills and experience are available to meet the challenges of a demanding and complex workload.
Participating in continuous improvement projects within Shared services.
Resolve vendor / customer queries and assist the team in root cause analysis.
Set and manage team performance and strategic direction, while ensuring smooth delivery of day-to-day operations.
Leading a team of HR professionals to ensure that overall delivery of services is within agreed KPIs and SLAs defined between Operating Companies and Shared service
Responsible for driving employee engagement etc for the team.
Appraise performance; provide feedback and coaching, and reward and discipline employees. Provide opportunities for learning and self-development, and facilitate the development of technical competencies
Facilitate effective teamwork and builds collaborative relationships internally and externally
Customer Relationship Management
Manage customer relationships and liaise with the Opcos for ensuring alignment on process related activities & changes in process
Ensure that Internal Customer and Supplier issues are dealt with in accordance with the escalation process and push back where this is not the case
Act as a point of escalation for critical/complex service issues
Partner with the Service Management team to:
o Provide input to service reporting.
o Facilitate service transition when required.
o Analyze issues and resolve them in a timely manner.