Execute service delivery functions to meet client requirements which will include
Lead activities projects for area of responsibility
Develop work instructions, process documents and communications
Ensure delivery team s documentation is in accordance with the agreed ways of working
Monitor and update client systems i.e. transactions data entry for HR Administration and other cases
Execute and or coordinate testing of tools
Act as escalation point for process or tool related issues
Raise testing issues and monitor issue logs, escalate findings as per de agreed process to the designated contacts and retest when applicable
Mitigate any raised issues and coordinate activities with relevant parties
Manage different stakeholders and ensure a proper communication with the operational teams and the client counterpart
Identify continuous improvement to processes, tools, metrics and training, based on ongoing experience, process metrics and feedback from process users and other stakeholders to drive further efficiencies in the organization
Conduct client calls and or workshops on specific activities. Focus on client outcomes, stay up to date and become involved in their projects and activities.
Train team members on new or enhanced processes policies
Act as people manager for team members
Plan, prioritize and assign work to team members
Mentor and coach team members in their professional development
Identify individual and team training needs
Conduct performance evaluations for team members
Create a positive work environment escalate employee relations issues
Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job training and classroom training
Communicating across organizational boundaries from entry level employees through to senior managers
3rd party management responsibilities
Thorough knowledge of HR support services for compensation and benefits administration
4 years of relevant HR experience in a similar role, managing multiple countries
Previous experience in a BPO environment nice to have
Previous system testing implementation experience nice to have
English proficient user
Demonstrate strong customer service in all activities, setting the appropriate example for other members of the team
Demonstrate leadership and organizational skills
Possess team building skills that promote collaboration between team members to develop more efficient and effective operations
Ability to research, analyze, and interpret moderately complex issues and their downstream impacts to employees and systems
Strong understanding of performance metrics and the ability to apply tools and techniques to improve the outcomes
Ability to draw on industry, business, and technical knowledge to improve performance of the service delivery operations by defining tailored functional technical solutions
Ability to handle complex situations or difficult customers
Ability to lead teams and projects and identify staffing needs
Skilled in effective communication
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