Provide accurate and timely response to inquiries adhering to the SLAs
Understand and anticipate the downstream impacts from changes to time and attendance or pay impacting systems.
Manage the workflow of the team including service level adherence, absences, and increased volumes while maintaining team morale.
Understand impacts of changes in PeopleSoft system and how these will impact internal / external interfaces.
Continually strive to improve efficiency and effectiveness of existing systems and look for enhancements related to current systems and procedures based on KAIZEN and LEAN methodologies.
Provide clear communication to partners and employees when researching and resolving inquiries.
Track, measure and report on the Service Level Agreement (SLA) metrics.
Demonstrate a high degree of discretion and confidentiality.
Manage escalations and investigate discrepancies.
Participate in a variety of project related activities, including analysis or preparation of documentation; communicate processes and best practices.
Conduct audits to ensure data accuracy and process adherence
Work timings : Should be flexible for working in 24 / 7 environment mandatorily
Project Management and Communications :
Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
Participates in cross-functional process improvement initiatives.
Assist in developing and implementing training programs to improve the quality and productivity of the team.
Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
Investigates discrepancies, finds and implements solutions.
Creates business cases and manages enhancements. Presents high quality data findings
Identifies need creates and distributes standard communications. Maintains departmental content in all channels. With manager oversight, develops and implements communication plans.
Responds to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager.
People Management :
Leading and developing a team of 10 or more Associates and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team and manage the team and ensure high service delivery and execution.
Actively participate in and drive the continuous improvement culture through KAIZEN and LEAN projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
Achieve performance goals and objectives in line with the network wide vision and goals.
Carrying out supervisory responsibilities in accordance with Amazon policies and procedures; additional responsibilities include interviewing, training and motivating employees;
planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency;
taking corrective action as necessary and documenting the issue and actions taken.
Customer Service :
Responds to queries from team, internal business partners, candidates and customers including high level leadership teams.
Managing key stakeholders both internal & external & partnering with them for process enhancement.
Subject Matter Expertise :
Acts as a Subject Matter Expert for customers and team.
Deep knowledge in one or more areas like Payroll and Time and Attendance Management.
Skip level escalation point for any Time and attendance process related issue.
Performs audits of team s work. Assists in developing and approving guidelines
5+ years of HR Shared Services experience required along with timekeeping experience. Applicant need to be in People Management role and should have minimum 2-
3 years of experience in the same role.
Experience with Kronos or similar time management software systems is mandatory
Bachelor s degree required from an accredited university
Superior attention to detail and ability to prioritize in a fast-paced environment to work in this rapidly changing HR environment
Experience creating process documentation.
Exceptional communication and organizational skills
Ability to self-audit for very high level of accuracy.
Ability to prioritize workflow daily and ensure service levels are achieved at all times
Deliver customer / team related trainings for Time and Attendance
MS Office experience required - Proven experience working with Windows, Word, Excel, and PowerPoint
Established subject matter expertise in time and attendance
Knowledge of the organizations inter-department relationships and the ability to work with all levels of the organization Six Sigma certification
Expertise on MIS
Creating Macro and writing SQL scripts