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Team Lead - People Advisory Services
London Stock Exchange Group
posted 13d ago
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Flexible timing
Key skills for the job
Job Description
- Lead and supervise a team of agents, ensuring high quality delivery and service level agreements. Develop and implement training programs for agents, focusing on HR processes, soft skills and query resolution techniques. Set performance goals, monitor progress and provide feedback and coaching to wider people operations team.
- Lead and improve the conversational assistant capabilities, ensuring efficient performance and usability, monitor analyse chatbot interactions to identify trends, gaps and areas for improvements. Collaborate with Technology and Employee Services team to refine Dialogue systems responses growing its knowledge base. Keep abreast of industry advancements in HR tools and implement relevant features to improve service capabilities.
- Ensure employee queries are addressed accurately and efficiently through digital channels. Establish a robust feedback mechanism to gather employee insights and continuously refine the service experience. Handle user problems and provide solutions to sophisticated issues in a timely manner. Partner with the people operations team to identify areas for streamlining processes and improving service excellence.
- Collaborate with cross functional teams to integrate new technologies and improve service excellence. Stay updated with advancements in people technology and recommend innovative solutions for employee services. Find opportunities for transformation, implement initiatives to enhance process efficiency, accuracy, and overall employee experience in smart assistant, continuously assess to streamline workflows and improve the efficiency of digital channel support systems.
- Provide exceptional leadership, coaching, and development opportunities to team members, cultivate a high-performing and engaged workforce through continuous learning and development programs and encourage a culture of collaboration, innovation, and excellence.
Qualification and Experience:
- Bachelors degree or equivalent experience in related field.
- 8-10 years of prior experience in people operations, employee services or related domain
- Proven experience in handling the HR digital tools like virtual/live chat and similar platforms
- Strong leadership and team management skills
- Proficiency in ServiceNow or other HR systems is crucial
- Ability to adapt to new technologies and drive digital transformation initiatives
- Customer centric attitude with a focus on enhancing employee experience
- Resourceful and able to optimally navigate through a highly matrixed, global organization.
- Self-motivated with strong intuition for business.
Employment Type: Full Time, Permanent
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based on 811 employees
Flexible timing
Monday to Friday
No travel
Day Shift
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