Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Management Trainee - HRO

Job Summary

The HR Services Team Lead will oversee operations of the centralized shared services People Connect team. This role will ensure adherence to all HR processes, proper call and transaction handling, as well as help standardize, optimize & manage operational processes to allow for scalable delivery of HR management processes.

Responsibilities:

Performs background research and follow-up needed to resolve employee requests that cannot be resolved at the time of initial contact, including root cause analysis.

Maintain standard operating procedures, policies, systems, and technology to ensure that maximum efficiencies are achieved in responding to employee inquiries. Ensure that all Service Level Agreements are met or exceeded.

Assist with workload prioritization and analyze call and case activity for the evaluation and determination of ongoing People Connect staffing, scheduling, and training. Train new People Connect Coordinators on best practices and provide ongoing subject matter expert support and guidance.

Identifies user trends and communicates to the appropriate person when audits or training opportunities exist that could minimize errors.

Coordinate the ongoing evaluation and maintenance of internal and external knowledge articles and resources to aid in the resolution of employee inquiries.

Act as a mentor and resource for coordinators by providing ongoing subject matter expert support and guidance. Influence best practices of customer service across HR Shared Services Partners with HR Shared Services Supervisors and Team Leads to identify training gaps and trends and take appropriate action so that future errors or gaps in knowledge are minimized.

Provides guidance to staff and handles escalated issues directly, as appropriate. Identifies opportunities to provide corrective services to address customer complaints.

Foster a team environment and a strong service culture that ensures delivery of accurate, timely repeatable and quality-driven service to multiple internal and external stakeholders. Other duties as assigned.

Collaborate and partner with People Connect Specialists, HR COEs, and HRSD regional leadership to properly execute on process improvement projects as well as modify PeopleSoft reports and ServiceNow dashboards to inform decision making.

Identify any potential process gaps and partner with Supervisor to process map solutions.

Rotate supporting 3 departments (TASS, People Connect, and Payroll) during each of their busiest seasons. With this, learn in a fast-paced environment to be able to complete the task quickly, and correctly, to support the incoming volume.

Resolve assigned cases ensuring proper and timely resolution for the employee including meeting or exceeding all service level agreements.

Execute transactional work in accordance with the team's processes and standards, including meeting or exceeding all service level agreements.

Maintain confidences and sensitive information.

Other duties as assigned.

Qualifications we seek in you!

Minimum Qualification:

Bachelor's degree and/or equivalent experience

Bachelor's degree in human resources, Business Administration, or a related field (preferred).

Job Requirements:

Experience in an HR support or customer service role, preferably in a shared services environment.

Strong knowledge of Human Resources programs including Benefits, Compensation, Payroll, Onboarding as well as Human Capital Management systems.

Passion for delivering world-class customer service with focused attentiveness and responsiveness to customer needs.

Strong organizational skills with an ability to handle multiple tasks simultaneously.

Highly self-motivated, self-starter with the ability to work independently and prioritize workload

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at

genpact.com and on

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Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Job

Management Trainee

Primary LocationIndia-Hyderabad

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingFeb 20, 2025, 3:52:31 AM

Unposting DateMar 22, 2025, 1:29:00 PM

Master Skills ListOperations

Job CategoryFull Time