Role:
The role involves in leading a team of 15-20 members, ensuring high levels of SLA achievement and client service orientation, meeting or exceeding business goals, managing adherence to SLA & TAT, resolving client escalations, creating urgency and prioritization of jobs, workforce management, coaching and development, training and knowledge management, driving process improvements, maintaining timely communication, managing compliance, and performing other duties as assigned by the line manager.
Key Responsibilities:
Team & Process Management: Responsible for leading a team of 15-20 team members & driving service level deliverables
● Provides apt leadership to nurture transparent performance driven work environment and inculcate operational rigor ensuring a high level of SLA achievement and client service orientation
● Breakthrough results: Meets or exceed business goals – client’s & internal performance parameters/benchmarks (Associates paid on time, Productivity, Quality & Turnaround time)
● Responsible for the day to day adherence to SLA & TAT. Oversee the CIA activities in prioritization with respect to the impact to the Client’s Monthly Payroll due & in terms of adherence to agreed timelines.
● Timely revert to all daily, weekly and monthly reports
● Managing and resolving to closure client escalations within SLA
● Setting up accountability with the team & ensuring timely, qualitative resolutions and monitoring follow ups on responses to all the open action items & pending compliance closures. (Ensure follow up & closure on pending issues)
● Creating urgency and prioritization of jobs in hand with related teams across the organization.
● Plan work schedules to ensure closure on action items within a committed time frame with utmost customer satisfaction.
● Liaise with other team managers of other departments to ensure SLAs are met.
● Ability to take decisions based on the criticality of the situations and specific requirements of client
● Responsible to develop & encouraging the team towards customer service strategy to increase customer satisfaction, retention, increase associates paid on time and positive word of mouth and reduce non-payment
● Monitor, control, evaluate and drive performance
● Manage not only customized complex associate related letters/physical correspondences and salary structuring in line with specific labour laws & guidelines, but also inbound/outbound client servicing, service support, and fundamental compliance supporting the business
● Workforce Management: Organizes work schedules in a production environment for his/her team to ensure appropriate resource allocation and coverage in line with the business plan for the year
● Regular review of operations performance & attrition, identifying development areas (people, process & systems) and accordingly leading the development and execution of action plans
● Coaching & development: Identifying development areas & skill sets of individuals and mentoring anchors accordingly to deliver business objectives and nurturing individual aspirations
● Developing direct reports: handling appraisals, supervising, guiding, leading team, driving people growth
● Team building: Creates and maintains a spirited work environment that promotes positive communications and rapport building through transparent business practices
● R&R: Ensuring effective and timely recognition of performance & assist in designing effective reward and recognition programs to extract maximum operational response
● Ensure delivery of Business objectives and nurturing individual aspirations (Urge to close on issues by suggesting process change (wherever applicable) and implementing them as well
● Create and maintains a positive work environment that promotes transparent & best business practices
● Employee motivation and retention
Training & Knowledge Management:
Hands on with the business process to ensure he/she acts as a subject matter expert by demonstrating technical knowledge and skills critical to the business
● Based on the regular operational reviews and business goals, identifies training needs and guides building up long term and short term training/coaching plans
● Ensures continual learning around policies, best practices, compliance, systems for team and self and appropriate implementation of the same
● Ensure that the team’s product knowledge is up-to-date
● Assist in every new client migration and document/implement every new learning from each migration with the team
Quality, Productivity & Improvement:
● Conducts regular internal compliance & process audits and assesses team’s performance to ensure adherence to the SLAs and to provide regular feedback to maximize growth and performance
● Drive process improvements by using quality tools and impeccable integrity towards work
● Partners on organizational projects or initiatives that impact the operations
● Optimizes the existing resources to ensure business gains
Communication, MIS & Compliance
● Maintains timely and pre-emptive communication with internal and external customers with accurate information (maintains & manages relevant data/reports as per process requirements)
● Effective communication of process level changes to the floor
● Consistently administers company policies and practices regarding attendance, performance, processes etc.
● Ensures that the team has a clear understanding of our client’s systems, policy and
procedures
● Ensure sound compliance with regulatory requirements, especially for the Indian labour industry
● Maintain adequate knowledge, application and support of Indian labour laws and company compliance standards
● Developing and guiding team to inculcate inter & intra department networking and coordination skills at all levels to ensure smooth running of the day-to-day operations. Work in close coordination with various functions within the organization to achieve desired results
● Establish and maintain a personal relationship with clients with capability to influence decision-making at the client end
● Performs other duties as assigned by line manager
Education & Experience:
● 5-6 years of work experience (Prior Experience in Payroll processing/Manpower/Staffing/HR/BPO services sector preferred).
● strong operational experience.
● The profile requires Leadership qualities, team building/training/retention Skills
● Drive for results & Leadership qualities
● Sound decision-making, problem solving and analytical abilities required to interpret data and take decisions based on facts
● People management, interpersonal savvy, Team building and coaching skills
● Hands on operations experience – Ability to create a sense of urgency with team members
● Team player – self-starter with an ability to work in a team environment, understand the dynamics of the team
● Detailed oriented, Problem solving Prioritization & Time management skills
● Communication skills to interact with internal and external clients
● Strong coaching and mentoring skills required.
● Reasonable level of business perspective and capability to drive improvements based on benchmarks
● Action Oriented, Multi-tasking capabilities and working knowledge of Microsoft Office required
● Flexible to adapt change
● Approachability, Managing Diversity, Motivating Others
● Integrity and Trust
