Head Service Delivery, Operational Risk & Quality - Mumbai

Shivani quest partners

Mentioned below are the details of an urgent HR position we are working
on for an MNC bank. CTC for this position is between 15 to 20 lacs.
Would appreciate if you could post it at your e group

ROLE : Head Service Delivery, Operational Risk &
Quality
GRADE : 5
REPORTS TO : Regional Head HR (India & Nepal)
LOCATION : Mumbai
TERMS : Local Terms

KEY RESPONSIBILITIES/CHALLENGES:
SCOPE
The role entails leadership in driving service excellence, risk
management, quality assurance and effective vendor management backed by
robust systems and processes. Individuals get an opportunity to grow
from this role into senior management of HR. By giving a wider exposure
it grooms the incumbent to join the business as well.

Migration of processes to SCOPE
· Successful migration of balance payroll activities to Scope
·Continuously strive to identify additional operational areas for
migration. Formulate and review stringent SLAs with HRSSC for all
processes migrated
·Manage remaining in country HR SD activities

Risk, Quality and Control Management
·Implementation of Group HR risk management techniques and tools within
the country
·Ensure DOIs of all HR processes are well documented and KCS/ KRI
documents are in place as per CORG guidelines
·Key metrics for quality assurance and measurement
·To be out serve champion and change agent for the BANK
·Represent HR in CORG & other risk management forums

Drive usage of Peoplewise
·Data Integrity: Ensure completeness and accuracy of data in Peoplewise.
Also, ensuring reduction in delayed transactions on Peoplewise
·Identify enhanced system functionalities required in Peoplewise for the
country
·Dashboards to provide direction to senior management for strategic
decision making and regular training of Line Managers and HR on
Peoplewise

Vendor Management
· Focus on effective vendor management to increase efficiency of
processes by outsourcing
·Ensure agreements are signed and DRP /BCP plans are in place
·Strive to reduce costs with the vendors

Customer Service & Others
·Implement a service quality model within HR and measure the
effectiveness of these initiatives through Customer Service
·Rationalization of suspense sundry accounts and ensure proper
documentation is in place.
·Managing car administration and loans
·Undertake customer surveys to measure satisfaction levels
·Effective communication and change management to embed HR Operating
model with Peoplewise
·Support Head HR in various central projects like
ØQ12 impact plans for HR
ØLong service awards

SELECTION CRITERIA:
·Post Graduate / Masters in HR with 9-12 years of management experience
in an operational environment with exposure to project management. A
business manager with the right talent will also be considered.
·Ability to drive a large team to ensure excellence in customer service
by leveraging on technology and outsourcing
·Good knowledge of financial accounting and ability to adapt and manage
administration of employee pay and benefits
·Strong in systems and processes with experience in service delivery/
operations
·Strong communication and negotiation skills with the ability to
influence outcomes

Please feel free to contact for further clarifications
Thanks and regards
Shivani Sharma
Quest Partners
C-3 Mount Chambers
3rd Floor
758 Anna Salai,Chennai
600002
Mobile : 9840127607
Phone: 044-52140243
E-mail: shivanisharma@questpartners.net