Role Responsibilities
Lead HR is going to be an Individual Contributor and will be responsible for leading the team of Jr. Executive/Executive HR Helpdesk, doing analysis of performance and enhancing productivity for the team. He/She will act as a 1st Level as well as 2nd Level SPoC for solving employee s queries, offering resolution and/or escalating queries to the next level/relevant team. He/She needs to bridge the gap between the employer employee.
He/She should be able to
- Understand and effectively manage the teams performance.
- Clearly communicate team goals and deliverables and keep the team updated on changes.
- Coach team members and provide the first level advice on procedures/methods.
- Handle escalations and enhance productivity for the team.
- Act as the 1st Level as well as 2nd Level SPOC for all HR queries through the service desk.
- Constantly monitor for queries from employees on various topics of the employee life cycle starting at onboarding till exit.
- Review queries and respond in the standard format set for these. Incase the queries are not clear, you will need to get in touch with the employee and understand the query before offering resolution
- Connect with the Center HR team, incase these are not standard queries and needs to be handled separately- so that the query can forwarded to Centre HRs
- All queries need to be responded and closed by the time matrix set.
- Maintain employee database w.r.t. employee s queries/concerns its resolutions with all relevant details, Weekly reporting of closures/misses etc.
- Assist in other HR related tasks/activities-as applicable
This is a completely WFH Role other than during trainings. However, might need to come to office; time to time; basis business requirement.
Must have skills
- Query Management
- Team Management Organizational Skills
- Strong communication interpersonal skills
- Attentive listener, understanding, empathetic personable
- Be courteous, positive and empathetic when responding to questions.
- Strong knowledge of MS Office (Word, Excel PowerPoint) Google Suite
- Data Handling Reporting
- Attention to detail