Assistant Manager- Human Resources Operations

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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 Assistant Manager, HRO (People Partners Specialists)
Responsibilities
Perform review administrative activities across Hire-to-retire process including but not limiting to:
o Managing Tier 0 self-service and knowledge articles
o Providing Tier 1 support (global) - proactively resolve employee issues or questions on first point of contact, reduce escalations and minimize repeat calls/contacts
o Providing Tier 2 support (global and local)
o Providing response to employee queries via telephony, chat, email case management tool
o Perform transactions on HRIS employee data changes, terminations, org data changes, reporting, compensation changes, etc.
o Generating documents/offers/paperwork according to the case/ticket
o Responding to employee / candidate queries
o Manage cases on the case management tool
o Coordinate with multiple third parties and vendors
o Validate data correctness and approvals as per case/ticket
Ensure adherence to SLA s as agreed for the respective process
Responsible for diving process governance of bigger countries (in a global scope) by working closely with client POCs
Provide support on complex queries, that cannot be resolved by Tier 1 team
Work closely with quality team in identification and implementation of improvement ideas
Review process performance and report out performance dashboards on a regular basis with respective client stakeholders
Monitor and resolve day to day issues escalations, if any, by coordinating with different stakeholders
Work closely with client process owners to ensure that any process changes / updates are communicated to the team members
Provide coaching, mentoring upskilling junior team members
Generate required reports (standard / adhoc) from HRIS and other HR systems
Track, analyze and report trends in key HR metrics
Must understand basic HR concepts in HR Planning and OPs.
Understand complexities of data preparation/data modelling necessary for the visualization purpose.

Qualifications we seek in you
Bachelor s / Master s degree or equivalent education
Relevant experience in leading HR shared services/Operations driving transformation
Experience in ServiceNow or similar case management tool
Experience in Oracle or similar HCM
Have superior customer service skills
Demonstrated competence in managing queries for various HR functional areas like Talent Acquisition, Onboarding, Employee Lifecycle management, Time Attendance, Payroll, Talent development, Compensation Benefits processes
Comfortable and thrive in an ambiguous, high growth, fast paced environment
Outstanding interpersonal and communication skills
Demonstrated credibility and integrity in communications to ensure information flows both upward and downward
Preferred qualifications
MBA/External Certifications from recognized institutes is an advantage
Ability to thrive in an unstructured environment and work independently
Ability to manage multiple complex issues and prioritize projects concurrently
Ability to work at all levels of the HR stack - Strategic, operational, and tactical

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 LinkedIn, X, YouTube, and Facebook.
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.