- Location
- Hyderabad, TS, IN
- Type
- Full-time
- Department
- IT
- Seniority
- Senior
- Closing date
- Today
- Source
- iCIMS
Description
Overview
The Platforms & Solutions Associate will be responsible for managing key Interface error-management processes and transactions for EC and global tools, in accordance with the agreed service catalog and SLAs, with support from a team of 8 HR Ops Coordinators. The role will ensure high-quality, efficient transactions and customer interactions, and provide analytics for assigned work, leveraging required HR systems and tools to meet process requirements from the India ICC site.
The role requires a strong process orientation and experience with SLA adherence, as well as the ability to partner with global markets to complete transactions from offshore locations and deliver agreed-upon SLA/CSAT-based customer service.
Responsibilities
- Deliver services as defined in the SLAs/KPIs and drive operational efficiency and continuous improvement.
- Ensure tickets with accuracy & within SLA, both at the individual level and team level
- Participate in regular interactions & review meetings on the delivery service with the leads
- Identify and implement service delivery and process improvement opportunities in the assigned process
- Strong knowledge of Employee Central and Interface errors.
- Execute seasonal/critical projects with 100% quality and 100% SLA adherence, ensuring customer satisfaction.
- Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company, and process requirements
- Take ownership of ultimate issue resolution
- Ensure new-joiner training, process, and support documentation and aids for colleagues as needed
- Knowledge management/DTPs management, updating them on a timely basis, and conducting quarterly audits
Qualifications
- HR Shared Services process and SLA management experience: 3 to 5 years
- Service management and ticket management system experience
- Process management and continuous improvement with a focus on optimization and productivity
- Ability to work with different geographies and cultural sensitivity
- Experienced in SAP SuccessFactors Employee Central
- Ability to handle import templates
- Problem-solving skills
- Customer Orientation and stakeholder management
- Process management and continuous improvement with a focus on optimization and productivity
Skills
SAPComplianceCustomer Service