Job Description

Description:Senior Executive - Human ResourceFirstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our 'rightshore\' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.Our clientele includes Fortune 500 and FTSE 100 companies.Job Overview:The holder of this role manages all Employee Engagement & Retention activities of the Aligned Process. It role also requires ensuring all EE&R activities and performance standards are carried out as planned within the agreed time frames with no short fall in TAT thereby ensuring the highest levels of employee engagement and employee satisfaction in the process.Key Roles and Responsibilities:Employee Relationship management and Communication:

• To be the single point of contact providing EE&R representation in the aligned process through effective employee relations/counsel & query/grievance handling.
• Conduct policy sessions during induction, training and BAU (refresher) stages.
• Ensure sufficient presence and visibility on the operations floor.
• Own and facilitate the Reward and Recognition process (including distressing) across the floor.
• Assist the floor in activities where EE&R intervention is required.
• Timely execution of ESAT/Dipstick &360 Surveys and carry out required action in identified areas.
• Communicate any policy/procedure updates/additions/deletions to all the concerned people in the process
• Drive Corporate Social Responsibility initiatives.
• Meet with the Team Leaders/Managers and Teams at regular intervals to understand their concerns and to apprise them of any HR updates - skip level meetings and One-on-ones.
• Drive fun activities in the process

Career Progression & Performance Management:

• Ensure timely communication/execution/completion of Performance Management Process (annually and bi-annually).
• Facilitation & timely execution of Internal Job Postings (Lateral) in the Process.
• Conduct the assessment centre for promoting advisors to the next level (G Grade). Compliance:
• Complete the exit formalities for resigned employees
• Annual increments of employees as per the life cycle approach
• Ensure that confirmations are done after six months
• Ensure that payroll inputs reach the coordinators in time and signs off the payroll before it is sent to the vendor
• Follow up on Background Checks and ensure that action is taken on employees with unfavourable reports.
• Own and prepare the weekly headcount and attrition reports.
• Provide information and support for carrying out of effective Audits.

Other Activities/Initiatives:

• Come up with creative solutions to tackle issues and concerns facing operations.
• Adhere to other productivity enhancing initiatives (Five S, 6 Sigma etc).

SPAN OF CONTROL (PEOPLE, ASSESTS etc)

• This is an Individual Contributor role.
• Responsible for managing a process with a headcount of 200 to 300 people.

DECISION MAKING / AUTHORITY

• Decisions pertaining to EE & R in the Process.
• Decisions pertaining to disciplinary cases in process.

Key Performance Indicators:

• Presentation skills
• Project Management, Organization and controlling ability
• Ability to coach and mentor
• Good interviewing and analyzing skills
• Good interpersonal and employee relations skills
• Ability to work under pressure
• Ability to demonstrate the financial aspects in HR
• Ability to deliver on time and as per specifications
• Ability to manage change

Reporting Structure:Reports to: Manager - EE&R/ Center Head - EE&R/ DGM - EE&RSuccess Profile:Qualification & Experience (Critical and Desirable)Post Graduate (HR preferable) from B-Schools

Firstsource Solutions