Responsibilities
1. Responsible with the knowledge transfer (end to end process, tools, process flow, market specifics).
2. Support of HR in the HR administrative function and payroll activities. Is the primary point of contact between HR and employees
3. Administer employee life-cycle programs depending on the scope of responsibilities (stream or market based)
4. Preparing necessary documents for employees
5. Review/Audit HRO transactions (action & reasons) to provide expert opinion on whether the transaction follows policies & process
6. Work closely with Operations Team to provide feedback on quality
7. Conduct Quality meetings with the team to analyze errors. Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
8. Ensure, self-expertise of the subject matter (process updates, policies, Quality Team’s Standard Operating Procedure)
9. Indulge in nurturing new hires & tenured bottom performers, via additional audits & actions to provide the hyper care required to improve quality performance
10. Contribute towards the process of ‘define, update, innovate’ the quality frameworks to meet client expectations and raise the bar, continuously on Quality. Actively re-review decision accuracy audits to ensure accuracy and alignment with quality process
11. Implementation and effective usage of different Quality Check Tools, best practices, and procedures
12. Contribute towards overall process improvement ideas, insights, and projects to enhance process’s key performance indicators & value adds
13. Accountable for performance standards for the assigned set of analysts Quality Performance benchmarks & continuous improvement in a weekly/monthly manner
14. Responsible to partner & contribute on classroom training delivery with respective team leader or training specialists. Also engage in refresher training as per training need identifications & action plans for continuous improvement
15. Assures HR policies and processes are followed by all involved parties for assigned scope as per process agreements (escalate inconsistencies)
16. Establish and/or update process documentation (standard operating procedures, process maps, template creation)
17. Constantly strive for process improvements by identifying process gaps and participating in improvements initiatives within own area of responsibility and by sharing across team
18. Ensure services delivered are in accordance with established Service level Agreement (SLA) and internal Key Performance Indicators (KPI)
19. Complete mandatory trainings and assignments in timely manner
20. To perform other duties as assigned by the Team Lead as and when required.