Job Description

Job description
Business: HR Operations Open positions: 1 Role Title: Quality Analyst - HR Operations, GSC\xe2\x80\x99s Global Career Band: 7 Location: Hyderabad Why join us? HR Ops Offshore Delivery Services is a professional service environment which provides excellent conditions to nurture skills. Opportunity: The role is for an Quality Auditor HR Ops which provides exposure to project management, people management and stakeholder management. What you\xe2\x80\x99ll do: Impact on the Business

• Deliver results on daily basis as per work-assignment structure
• Handle customer queries with utmost care to deliver good customer service using available tools
• Manage operational tasks to be completed on time with required quality, accuracy
• Rightly escalate in line with procedures/SOP
• Gain good end-end process knowledge
• Ensure Compliance in all audit on duties / tasks performed
• Accurate data tracking and recording on operational, process, audit etc as required by management

Typical targets

• Process SLA & Org Objectives
• Production, Quality, TAT
• RPH,CSAT, Back-log, Ops losses
• Audit score = 100% compliant
• Process targets to be compliant

Customers / Stakeholders

• Responsible for customer escalations and escalation management / resolution
• Good coordination and collaboration with business partners, Quality functions, MI etc

Typical targets

• Business / Customer feedback
• Quality scores
• VoC feedback
• Process MI

Leadership & Teamwork

• Strive towards exceeding objectives and benchmarks
• Actively support team and department activities
• Create team work and cohesive work environment with motivated workforce
• Take leaves as planned, minimize time off due to illness, be flexible to work overtime or alternate shifts
• Transport: Nil no shows, Zero Adhoc, Zero unrostered (Unless approved by AVP for Business needs)

Typical targets

• Skip levels & team feedback (360survey)
• Participation in and completion of enhanced training and accreditation programs

Operational Effectiveness & Control

• Monitor process health and controls if in place and highlight gaps to management
• Drive continuous improvement with improving results
• Provide a minimum of 1 valid process improvement idea/Yellow belt project to be completed in the previous year resulting in clear benefit/savings/service enhancement for the company

Typical targets

• Process health report
• Analysis reports
• Projects

Major Challenges

• Need to be prepared to operate in a tight time lined, high volume environment with superior Quality and customer satisfactions
• Adapt to the ever changing environment
• Constantly upgrade skills to be on par via attending trainings or proactively requesting trainings on gaps
• Multi-tasking
• Daily work management / planning / prioritization to meet demanding schedules

Role Context

• Authority to take decisions on day-day and short & long-term note related to process at individual level ensuring no negative impact on process, and partner processes
• Liaise with management on non-BAU decisions
• Accountable on process success or failures
• Operate mostly independently on day-day routine with supervision support as required on new / complex or multi-dimensional / high-impact issues

Management of Risk

• Control Operational losses to nil extent
• Adhere to guidelines of all Governance groups
• SOP, FIM, PLA, Access controls etc are managed well

Observation of Internal Controls

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• COMPLETE APPROPRIATE INTERNAL CONTROL STANDARDS and RELEVANT COMPLIANCE POLICY

Role Dimensions

• Data processing operations
• HR People Administration
• Compliance to Regulatory policies and local laws

Knowledge & Experience / Qualifications

• 3+ years of HR operations HIre to retire from HR shared services
• Knowledge of HR/HR SD is preferred
• Peoplesoft (GHRS) & Success Factors experience is preferred
• Knowledge of Careerlink (applicant tracking system for UK) and its reporting is a definite plus
• Self-driven & showcase good performer traits
• Open to working flexible shift schedules
• Strong interpersonal, coaching, organizational, analytical, and problem-solving skills
• Ability to work in a high-volume, fast paced, ever-dynamic environment
• Proficiency with personal computers and basic software packages and specialised applications
• Excellent verbal and written communication skills

Requirements
What you will need to succeed in the role:

• Deliver on day-to-day operations of multiple countries Delivery Services, ensuring quality, efficiency and positive customer experience
• Flexible shifts
• 3 to 5 years experience in HR operations that is hire to retire of an employee from shared services and currently a SME , Senior Executive or Quality role
• Ensure delivery of effective and consistent services as per agreed PLA
• Work in close coordination with onshore delivery services teams, HRDirect, Recruitment, Payroll and other key stakeholders to deliver comprehensive customer service
• Multi-task to bring efficiency in managing and prioritizing tasks etc
• Provide stellar service to customers with accurate resolution via SOP/Knowledge base/Supervisor support
• Ensure audit/compliance requirements for the process are met

You\xe2\x80\x99ll achieve more at HSBC HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.\xe2\x80\x9d
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