• Process Lead Jobs in Bangalore,India - 25143370

  • Novartis Healthcare Pvt Ltd

Job Description:



  • Responsible for executing high quality and accurate service to associates in adherence with the Service Center service levels (SLAs) and key process and operational metrics (KPIs)

  • Managing Day-to-Day operations for a small team, leading daily huddles and creating the daily/weekly plan

  • Monitor individual and team SLAs, KPI and other important metrics defined for the HR Help Center

  • Provide regular operational feedback to the Manager, identifying and escalating potential Ensure proactive monitoring and regularly delivery of reports to the leadership on the progress

  • Conduct regular one on one sessions with the team members Act as escalation point for HR Analysts, assisting with query resolution and case managing complex calls and queries

  • Precise execution of employee life cycle processes (hire, job changes, personal data changes, terminations, parental entitlements etc)

  • Work collaboratively with other regional support teams within the Global Ops COE providing cover and support when necessary

  • Responsible for team processing quality audits, RCA, CAPA and feedback to team members on the processing errors and services issues

  • Proactively identify and drive process improvement opportunities within Alcon HR Accountable for performing process controls, data uploads and reconciliations

  • Ensure quality resolution of Alcon associates with HR related enquiries raised through our online ticketing system in a timely manner and with the highest degree of quality

  • Participate in and regularly lead in country specific or regional projects providing process/country specific knowledge as valuable input for the initiative

  • Create appropriate documentation to support query resolution including official HR letter, updating forms and templates etc Utilize our online knowledge base, subject matter experts and liaison with other departments to provide accurate resolution to employee queries

  • Maintain confidentiality of employee data and hold team accountable for the same Ensuring compliance with all relevant quality and legislative policies, procedures and controls


Minimum requirements



  • Bachelor s degree in business, HR, or related discipline required English

  • 5+ years progressive Contact Center / Customer Service experience, background in HR Shared Services preferred 1+yrs of experience in People management

,

Profile Summary:

Employment Type : Full Time
Industry : Medical / Healthcare
Salary : Not Disclosed
Deadline : 18th May 2020

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