JOB DESCRIPTION

As part of Overall Reorganization of First Point Operations between Centres – Bangalore and Bangalore, The role is created to Support UK/I, Europe, Africa and Americas, headed by Manager (for both Customer Experience and JML support as applicable) in Bangalore., .Also this would include to be involved in any projects driven in the Tower for these processes in Bangalore.

The Total HC of Direct reports: 4 with Total HC of-50, supporting JML, OM and CE operations

The primary responsibility of the role is to support all the Employee Experience Transactions from Bangalore,  including any future markets which will also be included. Also would be the first level escalation for all Bangalore operations.

• Interacts with Diageo colleagues, including HR stakeholders and Line Managers of all Europe, Americas and Africa markets.

Leadership responsibilities:

• Works closely with the Market Stakeholders for all assigned markets, First Point Leadership team, Global Process Delivery teams,  to manage the team’s operations.
• Leads the process improvement and simplification agenda as part of the project inputs.
• Manages team KPIs and takes necessary actions.

Purpose of role

This role will carry dual responsibilities as stated above

Primary Role: Managing end to end Customer Experience. Customers defined as Employees, Line Managers, HR Partners, HR Leaders and Overall First Point leadership team.

Additional Responsibility

Projects, Monthly Service Reviews, Quality & Continuous Improvement.

Top accountabilities for Contact HR Operations  Manager

Responsible for Managing the Entire Team of JML, Customer Experience for Bangalore

Act as a GBO SPOC – Site Head for Bangalore for First Point Operations , playing a role in Executive committee as required.

Regularly reviews Operational Metrics, Business Matricesto achieve Excellent Operations and drive improvements

Ensure all tickets are built , resolved within SLA as set by time to time by Head of First Point Operations.

Ensure Knowledge Management of the teams including Special Language skills to serve the markets with language requirements.

Manage Volume, Scale, Scope of Services (Existing and New) and ensure all Knowledge Materials are documented, reviewed time to time .

Drive Tier 0 Penetration (Diageo One HR) and ensure all Channels are delivered like Telephony, Email, Chat , Video etc.

Ensure all Vendor Partners SLA are reviewed on regular basis to ensure E-E customer experience.

Develop Dashboard, Reporting regularly to Operations Leadership team.

Participate in all calls and bring thought leadership and contribute to design and continuous improvement with external benchmarking and practices.

Carry out regular 121s, developing a culture where Training and Development are part of the team.

Embed a performance culture , framework and review processes to achieve service levels and improvements against set targets.

Oversee and ensure smooth functioning of delivery and deploy changes as required in operational teams.

Ensure SLA are delivered as per HR Operations KPI with Team Leaders, Lead Advisors and Entire Customer Experience team. 

Ensure Service Management (Client engagement) of all Europe, Americas are fully attended and address any issues arising in GBO MSR in addition to Market MSR with TLs/Managers.

Qualifications & experience required

• Previous experience of 12+ years or equivalent  and overall managing service in HR Operations
• Previous experience using Microsoft Office applications to an advanced level, including Excel and Word, essential.
• Previous experience using cloud-based HR, Workday, SNOW, EIC or SAP HR applications and systems desirable.
• Fluency in verbal and written English (mandatory)

Enabling behaviours

• Leadership:
  • Displays high energy; role models behaviours expected of Advisors and Coordinators; coaches Advisors and Coordinators to make decisions effectively; solution-focussed; open to challenge and change.
• Prioritisation:
  • Uses judgement to prioritise team’s workload; delegates effectively; delivers results when working to tight deadlines; demonstrates flexibility.
• Stakeholder management:
  • Builds relationships across a range of collaborators with diverse styles and leads their expectations effectively; passionate about delivering great customer experience.
• Communication:
  • Excellent verbal and written communication; able to remain calm when under pressure; explains our HR policies and procedures to our customers using clear and simple language.
• Continuous improvement:
  • Lives and breathes accuracy; identifies and drives opportunities to make life simpler for our customers.