Analyst - Service Centre , Gurgaon

Analyst - Service Centre
Exp: 3 - 5 yrs
Location: GURGAON
Education : MBA from a Premier B-School ( XLRI, TISS )

Department Description:
The Asia Service Centre will service 13 countries across Asia-Pacific. The Asia Service Centre is a critical service delivery model in the HR future state of mnc
The Service centre will initially deliver through email and chat to resolve level 0 and level 1 employee queries across 13 Asian countries.
In line with the model of employee self-help and then directing queries to the service centre, the Service centre will also work on the global HR portal and standardize the same across Asia Pacific. It will also include the complete scope for identifying areas for standardizing and e-Enabling HR areas across Asia-Pacific.

Scope of Responsibilities/Expectations:
The scope of responsibilities will be in two parts.
1) Part-One : The initial part will be to play an active role in the set up of the service centre. This will involve -
* Working with 7-8 countries across Asia-Pac to document the process maps, study the current digitization levels, the current web pages and ensure documentation at a task level for all HR processes. This will involve working with the identified consultant and the HR teams to ensure delivery.
* Managing the change and communication with the HR teams, employees and managers in the 7-8 countries
* Work on the global HR portal to ensure alignment and standardization across Asia-Pacific from a HR content perspective.
* Help in technology , facilities & legal feasibility study for setting up the service centre
* Play critical role in hiring and training the service centre agents

(2) Part Two : Once the service centre is set-up, the role will be that of an operations manager and be responsible for the following:
* Define SLA for 7-8 countries and ensure delivery
* Interface with the HR and employees of the identifies 7-8 countries to understand issues and ensure customer satisfaction.
* On-going process improvement and digitization for 7-8 countries
* Be a content expert for the identified area of Rewards/Talent/Staffing across Asia-Pacific countries
* Ensure agent motivation and management.
* Be part of defining the future service centre vision and plan to move from the query resolution centre to a transaction centre and to move from text centre to a voice centre.

Specific Knowledge/Skills:
In-depth understanding of HR processes
* Understanding and appreciation of multi-cultural interfacing
* Experience in remote servicing of customers and issues involved
* Understanding of SLAs, HR metrics and process baselines
* Excellent communication skills and emotional maturity to be able to deal with internal change situations successfully.

Those interested kindly do send across your details to me.

Pradeep Srivastava R.
Plakon Consulting Pvt Ltd
Atria Towers,1/1-1, Palace Road,Bangalore Tel:-51138779/56956496/22355292/cell 09845114630 E-Mail : pradeep@plakononline.com
www.plakononline.com