City : Mohali
State : Punjab (IN-PB)
Country : India (IN)
Requisition Number: 42560
Business Title : Manager Employee Services - Global Lead
Job Grade : Deputy General Manager
Global Department : HR Services
Role Purpose Statement :
This role will be responsible for setting up, managing, and continuously improving our Colleague Services Helpdesk operations, leveraging cutting-edge digital tools such as portals, virtual agents / chatbots, and chat & call centre solutions to deliver an exceptional experience to our colleagues.
Main Accountabilities :
• Design, a global Colleague Services Helpdesk, including portal, virtual agents, and chat & call channels.
• Lead the setup and integration of digital tools such as service portals, chatbots, and case management systems.
• Develop and execute strategies for improving colleague experience through digital-first solutions enablement.
• Implement consistent procedures for incident management, service requests, and problem resolution across all regions to ensure uniform quality.
• Collaborate with HR Service Leads, HR, IT,
Vendors (if applicable) and other business stakeholders to align colleague services helpdesk operations with organizational goals.
• Ensure appropriate support for a global workforce developing staffing strategies through data insights.
• Define and monitor SLAs, KPIs, and performance metrics for helpdesk operations to ensure service excellence.
• Enhance capability of the team to support queries of higher complexity, while starting with Level 1 (simple), to reach advance like Level 2.
• Ensure continuous documentation of operating procedures and knowledgebases to improve the effectiveness of support channels.
• Ensure procedures for hand-offs between teams are easy, effective and minimize effort or loss of information.
• Develop and evolve strategies to develop and increase cultural and language skills.
• Coach and develop a global team of colleague service representatives and team leaders.
• Driv