Assistant Manager HR Operations GSC’s

HSBC 

The role is for an Quality Auditor HR Ops which provides exposure to project management, people management and stakeholder management.
Impact on the Business:-

Deliver results on daily basis as per work-assignment structure
Handle customer queries with utmost care to deliver good customer service using available tools
Manage operational tasks to be completed on time with required quality, accuracy
Rightly escalate in line with procedures/SOP
Gain good end-end process knowledge
Ensure Compliance in all audit on duties / tasks performed
Accurate data tracking and recording on operational, process, audit etc as required by management
Process SLA & Org Objectives
Production, Quality, TAT
RPH,CSAT, Back-log, Ops losses
Audit score = 100% compliant
Process targets to be compliant

Customers / Stakeholders:-

Responsible for customer escalations and escalation management / resolution
Good coordination and collaboration with business partners, Quality functions, MI etc
Business / Customer feedback
Quality scores
VoC feedback
Process MI

Leadership & Teamwork:-

Strive towards exceeding objectives and benchmarks
Actively support team and department activities
Create team work and cohesive work environment with motivated workforce
Take leaves as planned, minimize time off due to illness, be flexible to work overtime or alternate shifts
Transport: Nil no shows, Zero Adhoc, Zero unrostered (Unless approved by AVP for Business needs)
Skip levels & team feedback (360survey)
Participation in and completion of enhanced training and accreditation programs
Operational Effectiveness & Control
Monitor process health and controls if in place and highlight gaps to management
Drive continuous improvement with improving results
Provide a minimum of 1 valid process improvement idea/Yellow belt project to be completed in the previous year resulting in clear benefit/savings/service enhancement for the company
Process health report
Analysis reports
Projects

Major Challenges:-

Need to be prepared to operate in a tight time lined, high volume environment with superior Quality and customer satisfactions
Adapt to the ever changing environment
Constantly upgrade skills to be on par via attending trainings or proactively requesting trainings on gaps
Multi-tasking
Daily work management / planning / prioritization to meet demanding schedules

Role Context:-

Authority to take decisions on day-day and short & long-term note related to process at individual level ensuring no negative impact on process, and partner processes
Liaise with management on non-BAU decisions
Accountable on process success or failures
Operate mostly independently on day-day routine with supervision support as required on new / complex or multi-dimensional / high-impact issues

Management of Risk:-

Control Operational losses to nil extent
Adhere to guidelines of all Governance groups
SOP, FIM, PLA, Access controls etc are managed well

Observation of Internal Controls:-

Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
COMPLETE APPROPRIATE INTERNAL CONTROL STANDARDS and RELEVANT COMPLIANCE POLICY

Role Dimensions:-

Data processing operations
HR People Administration
Compliance to Regulatory policies and local laws

Knowledge & Experience / Qualifications:-

1-4 years of HR operations experience from Shared Services
Knowledge of HR/HR SD is preferred
Peoplesoft (GHRS) & Success Factors experience is preferred
worked on full employee lifecycle.
Knowledge of Careerlink (applicant tracking system for UK) and its reporting is a definite plus
Self-driven & showcase good performer traits
Open to working flexible shift schedules
Strong interpersonal, coaching, organizational, analytical, and problem-solving skills
Ability to work in a high-volume, fast paced, ever-dynamic environment
Proficiency with personal computers and basic software packages and specialised applications
Excellent verbal and written communication skills

Requirements:-

Deliver on day-to-day operations of US Delivery Services, ensuring quality, efficiency and positive customer experience
Ensure delivery of effective and consistent services as per agreed PLA
Work in close coordination with onshore delivery services teams, HRDirect, Recruitment, Payroll and other key stakeholders to deliver comprehensive customer service
Multi-task to bring efficiency in managing and prioritizing tasks etc
Provide stellar service to customers with accurate resolution via SOP/Knowledge base/Supervisor support
Ensure audit/compliance requirements for the process are met

Location:-

Hyderabad, India.

Company Overview:-
We’re a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 63 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers.