People Operations Associate

Role title- People Operations associate

Years of experience - 1-5yrs

Location -Bangalore

Shift timings -(Night Shit- 5:30 PM2:30 AM IST / 7:30 PM4:30 AM IST)

Skills- US Voice process, HR operations, Query Resolutions/management, Service now ticketing tool)

(Working mode-Work from office)

The Team:

A career in People Operations, within Business Services, delivers transactional and strategic support across the entire human capital lifecycle. Youll focus on helping the local offices in driving the Firms people strategy, creating a unique people experience for each individual, and supporting our Firm-wide values by working with the core competencies that measure and drive individual and Firm-wide success in the marketplace. Our Human Resources teams support initiatives and programs across 8 enablement teams; Talent Acquisition Enablement, Deployment Enablement, Talent Enablement Center, Third party Enablement, People Operations Enablement, Mobility Enablement, People Technology, People Operations Delivery and Solutions CoE.

Roles & Responsibilities:

• Act as first point of contact for employee concerns related to HR matters through a variety of channels (phone/chat/email);
• Rotate support across incoming phone, chat and assigned self-service cases;
• Acts as an air traffic controller to determine which inquiries can be resolved on initial contact and which should advance to Specialized Care;
• Solve on contact using knowledge and resources or direct to subject case matter expert;
• Communicate confidently in a clear, concise and articulate manner - verbally and in the materials produce;
• Identifying and understanding employee requests by using knowledge, effective research, probing questions and troubleshooting methods;
• Make decisions and solving problems independently, expectation to consult with a supervisor on more difficult issues;
• Ability to identify common trends or opportunities and can suggest proactive process improvements;
• Empathy to understand and relate to customers & emotions and concerns. Can practice patience when dealing with frustrated or confused customers, allowing the representative to remain calm and helpful;
• Utilizing relevant technology, such as Genesys, Microsoft Office (Excel, PowerPoint, Word, ServiceNow), Workday and other firm sponsored web-based technologies;
• Maintaining performance metrics and managing queue of customer service requests in accordance with KPIs;
• Consult employees on available self-serve resources.

Basic Knowledge/Skills:

• Clear and articulate written and verbal English communication skills with employees on complex and sensitive subject matter in manner.
• Time zone availability is important.
• Accomplishing several responsibilities in coordination of each other (i.e. researching an HR solution while conversing with an employee via phone or chat);
• Experience working in customer service and/or a contact center, Human Resources or working with employees located in the US;
• Working with confidential data;
• Display a positive attitude, exhibit optimism, enthusiasm, and a willingness to go the extra mile to provide customer satisfaction;
• Adapting to a rapidly changing environment or changing circumstances that can remain composed, and adjust their approach as needed;

SENIOR ASSOCIATE – SPECIALIZED CARE

The Team:

A career in People Operations, within Business Services, delivers transactional and strategic support across the entire human capital lifecycle. You’ll focus on helping the local offices in driving the Firm’s people strategy, creating a unique people experience for each individual, and supporting our Firm-wide values by working with the core competencies that measure and drive individual and Firm-wide success in the marketplace. Our Human Resources teams support initiatives and programs across 8 enablement teams; Talent Acquisition Enablement, Deployment Enablement, Talent Enablement Center, Third party Enablement, People Operations Enablement, Mobility Enablement, People Technology, People Operations Delivery and Solutions CoE.

Roles & Responsibilities:

• Case worker with thorough knowledge about specific products as defined by the Pods;
• Ownership of specific product(s) supported;
• Navigates highly sensitive/risky issues by Co ordinating with Critical Care Manager and people support teams to drive resolution;
• Provides oversight of those in Consult;
• Connect with employee through various communication channels on defined Pod escalations (deep span of knowledge);
• Coach between 1-2 consult associates;
• Collaborate with the Pod on trends & opportunities;
• Communicate with functional teams to advocate urgency & timelines of resolution.
• Support the Critical Care Manager in critical cases;
• Works with Senior Associates to enhance employee experience and provide oversight of Associates;
• Understanding employee requests by using knowledge, effective research, probing questions and troubleshooting methods;
• Coaching of team members, providing feedback that is prompt and respectfully communicated;
• Overseeing the resolution of high priority issues to provide a timely, complete resolution that meets/exceeds customer expectations;
• Ability to identify common trends or opportunities utilizing data to suggest and enact proactive process improvements;
• Coordinating and communicating responses between technical teams and customers during the lifecycle of an issue;
• Utilizing relevant technology, such as Genesys, Microsoft Office (Excel, PowerPoint, Word), Workday, ServiceNow and other firm sponsored web-based technologies;
• Maintaining performance metrics and managing queue of customer service requests in accordance with KPIs.

Basic Knowledge/Skills:

• Empathy to understand and relate to customers' emotions and concerns. Can practice patience when dealing with frustrated or confused customers, allowing the representative to remain calm and helpful.
• Clear and articulate written and verbal English communication skills with employees on complex and sensitive subject matter in manner.
• Time zone availability is important.
• Accomplishing several responsibilities in coordination of each other (i.e. researching an HR solution while conversing with an employee via phone or chat);
• Experience working in customer service and/or a contact center, Human Resources or working with employees located in the US;
• Working with confidential data;
• Display a positive attitude, exhibit optimism, enthusiasm, and a willingness to go the extra mile to provide customer satisfaction;
• Adapting to a rapidly changing environment or changing circumstances that can remain composed, and adjust their approach as needed;

Basic Qualification: Graduate Min. years of experience: 9 Years