HSBC Group

Business: Human Resource/Delivery Services

Open positions:1

Role Title: Assistant Manager HR Operations GSC’s

Global Career Band: 7

Location (Country / City ): India/Hyderabad

Recruiter Name : Himani Rana

The Opportunity:

• The role is for HR Ops which provides exposure to project management and stakeholder management.
• Deliver on day-to-day operations of Delivery Services, ensuring quality, efficiency and positive customer experience.
• Ensure delivery of effective and consistent services as per agreed KPI
• 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.
• Role holder should understand both PeopleSoft and Employee Central systems.
• Building and maintaining relationship with internal customers and vendors.
• Resolve employee queries related to HR.

What you’ll do:

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 audits on duties / tasks performed.
• Accurate data tracking and recording on operational, process, audit etc. as required by management.

Customers / Stakeholders

• Responsible for customer escalations and escalation management / resolution
• Good coordination and collaboration with business partners, Quality functions, MIS etc.

Leadership & Teamwork

• Strive towards exceeding objectives and benchmarks.
• Actively support team and department activities
• Create teamwork 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 un rostered (Unless approved by AVP for Business needs)

Operational Effectiveness & Control

• Monitor process health and controls if in place and highlight gaps to management.
• Drive continuous improvement with improving results.

Major Challenges:

• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'Regulators.'
• Implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.
• To continually re-access the operational risks inherent in the business, to account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.
• Responsible for one’s own performance, required to ensure that the service levels are maintained at its optimum level.

What you will need to succeed in the role

• Graduate – MBA will be preferred.
• Required years of experience - 3 to 6 years.
• Experience of HR Operations, hire to retire, employee lifecycle.
• Knowledge of HR/HR Shared Services is preferred.
• success factor tool, PeopleSoft & Service Now experience is preferred.
• Knowledge of CareerLink and its reporting is a definite plus.
• Open to working flexible shift schedules.
• Ability to work in a high-volume, fast paced, ever dynamic environment.
• Excellent verbal and written communication skills.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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