Sr Workforce Management Representative

Job Summary

As a Senior Workforce Management Representative based at Navi Mumbai, you serve as the escalation point for Tier 1 HR Advisory workforce management inquiries, support HR transactions, improve the employee experience, and guide less experienced colleagues.

You apply your technical knowledge to complete assignments, coordinate across teams, and explain complex information clearly.

You solve operational issues using established procedures, support your team's quality and timely delivery, and seek guidance for new complex assignments.

Responsibilities

• Responsible for day-to-day workforce management operations with greater accuracy, efficiency and accountability.
• Brings knowledge and advanced expertise with Workday, ServiceNow and other technology platforms to deliver run-the-business efficiently.
• Drive country/regional teams, leads/participates in projects and able to communicate with clarity and assertiveness.
• Performs subject matter expert (SME) role at a regional level.
• Acts as an escalation point-of-contact for workforce management inquiries (via phone, chat, and e-Request), identifying and delivering solutions to employees and People Leaders.
• Delegates and escalates queries as appropriate but remains responsible through completion.
• Tracks progress and provides continuous feedback to requestors on status of their queries.
• Engage in improving Knowledge Base and Case Management content for workforce management, based on experience.
• Supports oversight of service operations by responding to service demands as they arise(e.g., volume of calls, staff absence, chat and e-Request queries, etc.).
• Engages in and drives overall continuous improvement processes (e.g., to reduce inquiry volume).
• Supports the implementation and delivery of end-to-end solutions in assigned discipline(s) to deliver a best in class employee experience.
• Supports program development related to workforce management to improve the employee experience, balanced with function-specific needs and drivers.
• Engages with third party providers to establish, develop and review the suite of services in workforce management.
• Addresses escalated HR inquiries and reviewer/approver of transactions, as applicable, with support from more senior team members.

Qualifications

• Bachelor's degree is a must with relevant 4-6 years of experience
• Workday know-how will be an added advantage
• Hire to Retire process knowledge is a must, experience in HR Shared Service will be preferred
• Certification in project management, Six Sigma will be an added advantage
• HR processes and workflow knowledge is a must

Your Skills

• Excellent Communication
• Problem Solving
• Detail Oriented
• Collaboration
• Process improvements

Additional Notes

• Relocation Assistance is not available for this position.
• The ability to accommodate with international time zone is essential
• Willingness to work in the hybrid setup with 4 days from office is must

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.