HR Operations Team Lead

Zoek Pin Tadbund Hyderabad, Hyderabad, Telangana


Permanent (Full time)

Recently Posted

Job Description:Position OverviewAn exciting opportunity has emerged at Epiq due to the maturity and evolution of our human resources shared services model. As a HR Operations Team Lead, you are required to provide exceptional customer service as the first point of contact for HR support of associates, management, external clients and HR internal teams. This includes evaluating and analyzing the request or concern, quickly interpreting the situation, determining the appropriate resolution or escalation, and communicating the resolution to the client, consistent with Service Level Agreements (SLAs) core responsibilities. In this role, you will also be responsible to investigate and provide guidance and resolutions regarding HR policy-related questions, provide guidance to both managers and associates, and recognize when escalation of a situation is necessary. (. payroll, performance management, time and expenses, and benefits). Additionally, you will have to manage team members who document issue resolution thoroughly and in a timely manner and together with this, you are required to process transactions and requests for onboarding, internal movement, offboarding and document Responsibilities• Provide leadership and guidance to team members to manage HR operations deliverables and flow of day-to-day operations• Timeliness, Accuracy & SLA to be achieved regularly• Handle escalations from employees, HRs and other stakeholders• Responsible for managing stakeholder expectations, including those of senior business leaders• Lead team in daily huddles, discuss and continuously improving on key operational metrics• Quality Check on the Key/Critical transactions processed by team as defined in the Quality framework• Demonstrate high proficiency in processes and standard operating procedures with ability to resolve complex queries• Complete participation in Operational Excellence Initiatives• Monitor team performance and work on the low performing employees• Accountable for setting team performance expectations, reinforcing goals, providing coaching and feedback on performance• Proactively leads team to identify and implement continuous improvement initiatives to streamline information and processes, improve accuracy, and strengthen controls to achieve annual productivity goals• Accountable for change management activities within the team for the seamless execution of new initiatives while keeping all stakeholders in HRSS and HR informed of changes prior to implementation• Discover training needs and provide coaching. Encourage creativity within team and motivate team members• Creating an inspiring team environment with an open communication culture• Act as a backup for Operations Manager by proactively taking the ownership as and when situation warrants• Planning of resources and ensure proper and equitable work allocation• Review process documentation by working closely with stakeholders• Remain updated on all Client Communications and Changes in the organization and keep the team updated• Discuss and develop action plan with direct reports and track the progress• Work on the self-estimation analysis for activities/responsibilities aligned and deliver efficiencies• Conflict management - Listen to team members’ feedback and resolve any issues or conflict• Develop a strategy the team will use to reach its goal• Work towards capacity building to ensure there are contingency plans in place for work• Recognize high performance and reward accomplishments• Effectively lead and develop a shared services team while creating a bench for succession planningManage administrative responsibilities for HR Shared Services, within the agreed SLAs• Highly Flexible and Adaptable to conditions and business requirements- work in AMER/APAC/EMEA timezonesRequired Qualifications & Characteristics• Bachelor’s/Master’s degree in Human Resources or other related field degree in Human Resources, Business Administration or relevant field• 6-8 years of overall experience in HR is desirable and minimum 3-4 years in customer services role preferred• Demonstrated understanding of HR operations including hiring, payroll and employee benefits• Good written and verbal communication skills• Excellent teamwork interaction and leadership skills• Highly self-motivated, organised and methodical• Excellent customer service skills through use of efficient processes and tools• Result oriented with the ability to manage competing priorities and multiple stakeholders• Good relationship management capabilities• Proactive in achieving results and seeking improvements• Attention to detail and an ability to work fast paced environment and towards tight deadlines• Excellent analytical and decision-making skills• Ability to resolve problems and develop/implement innovative solutions to meet business requirements• Demonstrated success in identifying and resolving issues prior to escalation with strong issues management skills• Excellent written and verbal communication skills• Previous experience in HR Module and knowledge of Workday/ SAP HR environment would be an added advantage• MS Office Suite skills (Word, Advanced Excel, PowerPoint, Outlook)• Proven work experience as a team leader or supervisor• In-depth knowledge of performance metrics LI-DG1

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