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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 (easy), 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 simple, effective and
minimize effort or loss of information.
• Develop and evolve strategies to develop and increase cultural and language
skills.
• Coach and d

📌 Manager Employee Services (India)
🏢 Bunge
📍 India