Job Summary

Manager Advisory & Consultation

Responsibilities Manager Advisory & Consultation

- Serve as the first point of contact for managers seeking guidance on HR policies, procedures, programs, and people-related matters.
- Provide consultative support on employee lifecycle activities including hiring, onboarding, performance management, talent reviews, employee movements, leave management, and offboarding.
- Interpret HR policies and recommend appropriate actions within established governance frameworks.
- Partner with HR Centers of Excellence, HR Business Partners, Employee Relations and Legal for complex or escalated people-related matters.

HR Technology & Digital Enablement

- Support managers in the effective use of HR systems and digital tools.
- Provide functional guidance related to HR technology platforms including employee data management, workflow approvals, reporting tools, and self-service solutions.
- Act as an HR technology ambassador, promoting adoption of digital HR capabilities.
- Collaborate with Workday, ServiceNow, and technology teams to identify recurring issues and improve user experience.

ServiceNow Case and Chat Support

- Manage manager inquiries received through ServiceNow tickets, virtual agent channels, chat platforms, and other support channels.
- Ensure resolution of cases within established service level agreements (SLAs).
- Monitor case queues, prioritize workload, and manage escalations effectively.
- Conduct root cause analysis on recurring inquiries and recommend process improvements.

Knowledge Management & AI Enablement

- Develop, maintain, and continuously improve manager-facing knowledge articles and support content.




- Ensure high-quality content is available for ServiceNow AI-assisted and self-service solutions.
- Identify opportunities to reduce ticket volumes through automation, AI-driven responses, and knowledge optimization.
- Monitor knowledge article usage, effectiveness, and manager feedback.

Manager Capability Building & Coaching

- Deliver coaching and practical guidance to managers on HR processes, systems, and people management practices.
- Facilitate virtual and instructor-led training sessions.
- Create learning materials, guides, FAQs, quick-reference tools, and manager toolkits.
- Enable managers to become confident users of self-service resources and technologies.

Workforce Analytics & Insights Support

- Provide managers with guidance on workforce metrics and standard HR reports.
- Assist managers in understanding headcount, turnover, attrition, hiring, performance, and organizational data.
- Translate workforce data into actionable insights where appropriate.
- Support data-driven decision-making by promoting available reporting capabilities.

Stakeholder Management

- Build robust relationships and credibility with managers across the organization.
- Act as a liaison between managers and HR functions.
- Escalate complex employee relations, compliance, or business-sensitive matters appropriately.
- Gather manager feedback and recommend service improvements.

Service Excellence & Continuous Improvement

- Analyze manager demand trends and support patterns.
- Improve processes, simplify manager experiences, and reduce service friction.
- Identify automation opportunities.
- Lead continuous improvement initiatives to enhance efficiency and manager satisfaction.
- Measure effectiveness through service metrics and business outcomes.

📌 HRSSC- Manager Enablement Lead (Coimbatore)
🏢 Avantor
📍 Coimbatore