Process Consultant

Job Description

Between 5-7.5 years of experienceRelevant Experience :1) Customer Service- (Tier 2)2) Consulting3) ITES/Aviation/Hospitality4) Client Management/End Client interaction5) HRO domain Experience6) People Manager with Experience in resolving people/employee related issuesMandatory Experience :Candidate with minimum of 2 year experience in any of the following vertical:1) Data Analysis, Interpretation, Trend analysis and sharing Insights for Reporting and Insights requirement2) HR Domain/HRBP/HRSS for identified HR Domain workstreams3) Learning and Development, Training- Learning Management system/Knowledge Articles Research for Manager Development workstreamRoles & Responsibilities:BENEFITSLEAVE INFORMATION APPROVALS- Manage triaged requests from Tier 1 team and interpret the same for next course of required action-Connect with the business owners and provide the case context to obtain required approvalsSUPORTING SICK LEAVE BENEFITS AND POLICIES(for short and long term disability leave)- Managing sensitive and critical inquiries related to sick leave benefts and policies and provide available information- Connect with requestors and business on timely basis and provide update on requesters health conditionsMANAGE WORKPLACE ACCOMMODATIONS- Receive workplace accommodation request and perform validations and checks based on available guidelines- Contact the requestor to understand the conerns and provide solution and alternate arrangements if available- Manage requestors concerns as part of workplace accommodation requested provided- Assist requestor to liaise with the accommodations team for triaged reqests/ if requestor is unable to reach out to the accommodations team due to exisitng challeges- Manage medical accommodation requests and contact business to support the request based on case validation- Manage requests pertaining to decline, exceptions, escalations- Take end to end ownership of case management / resolutionEXITSMONITOR EXIT TREND- Extract data from applicable HR system on pre defined basis to identify exit trends based on pre defined rules and criteria- Assist with preparation of exit trends/ exit presentations based on data extracted- provide initial analysis on the exit data- Provide ad-hoc support to front line HR on case to case basis on data extraction, reporting and analysisPROCESS INVOUNTARY EXITS- Manage documentation process for Involuntary exits (e.g preparation of Garden leave letter, storage and retrieval of termination letters, departing letter etc.)- Submit payment request in applicable system to provide the severance payment components to Payroll for timely payment of severance pay,- Handles manual stock vesting process (as applicable), and coordinate with benefits team on case to case basis- Ensuring system updates based on available information before issuance of any exit documentation docmentations- Connect and Coordinate with business for any required information contingent to complete documentation processMgr Dev- Manage Manager development related inquiries- Reach out to the Googler/ Manager to understand the concern/ Training requirement and provide support- Interpretation of request and supporting requestor with available resources and guidance- Triage request to next point of contact/ SME for timely resolution and guidance- Liaise and partner with different stakeholders for coordination and resolution of Manager development realted asks- Timely coordination with multiple stakeholders to manage escalations, sensitive inquiries, exception requestsReporting & Analytics- Perform periodic data audits and checks to ensure data sanity is maintained in all applicable HR systems- Extract data (using various systems)and Review data elements for relevant employee population to understand cause for error or audit flag- Identify impacted employees/ data sets as part of legal and compliance audits ( e.g Canadian law compliance for with incorrect legal entities) on periodic basis- account- Notify other teams of need for data corrections, as applicable- Verify data when vetern/pwd government report is filled out, ensuring the tracking is being done on the right entities taking market-specific exception rules into consideration- Partner with notified teams to plan manual updates to data elements for impacted Googlers- Maintain end to end ownership of audit findings and corrections by ensuring data sanity is instilled in the applicable systems by correcting data errors/ non compliance from time to timeWhat we do :- Understand the context of query, determine the ask from requestor, research or troubleshoot the request and draft response as per defined guidelines- Monitor and own the assigned cases/ tickets and ensure successful processing of the same adhering to the defined SLAs and case priority- Receive, review, and process all relevant documentation attached in the queries pertaining to the process- Participate and manage transactional activities pertaining to query resolution & follow-ups on information from required stakeholders- Performing self checks on processed cases before responding to requestors to ensure response / actions are as per agreed standards- Perform concentrated data entry related to specific data quality initiatives such as updating or correcting employee information on internal tools and applications-Enable to build & maintain SOPs by ensuring new learnings / scenarios are duly highlighted to the Process SMEs/ Leads to help knowledge capture-Identify improvement opportunities to strengthen/ streamline existing processes following a continuous improvement cultureHow we do :- Ensure Standard Operating Procedures (SOPs) guidelines are followed accurately during query resolution- Ensure policy guidelines are accurately interpreted to Employee s query and responded / actioned- Adherence to customer experience guidelines while responding to tickets or when connect with the Googler (Inbound/Outboud Call/Video Call)- Follow FIFO principles while processing ticketsQualifications:Additional Skills:-Mandatory Skills:Customer Orientation & Centricity- Exceptional customer service focus, including attention to detail and producing quality results- Ability to comprehend complex and variable Customer Queries.- Ability to summarize the situation and be able to articulate the response on the Query received- Takes end-to-end Ownership and accountability of Customer Issues for resolution- Ability to gauge the Customers sentiments & emotionsProblem Solving and Decision making- Attention to detail- Ability to unpack customer issue - Layer by layer- Ability to navigate through unknown and look for solution- Understand the root cause of the issue and ability to assess downstream impact to other processes- Not hesitating to seek help, probing and going the extra mile to solve Googler issue- Ability to do diagnostic work and process information logically- Ability to make informed decisions (beyond structured setup ) in a timely manner with an understanding of the decision outcomeAptitude & Logical Reasoning- Ability to intrepret Customers situation and connect the dots to the available resources & solution- Requires good analytical skills in order to validate complex & dynamic queries- Ability to prioritize & organize tasksOwnership & accountability- Ability to take end-to-end ownership of a task and see it through completion- Manage multiple handoffs and information flow from diverse sources- Demonstrate accurate application of logical and analytical reasoning towards performing while data processingCommunicationReading & Comprehension skill- Strong ability to interpret and make sense of directly stated needs and identify hidden / unstated needs that were not literally given- Excellent command of a broad range of vocabulary, allowing themselves to express themselves clearly and appropriately- Consistently maintain a high level of grammatical accuracy- Ability to consistently maintain a service tone in articulating sentencesListening & Spoken Language Skill- Strong ability to actively listen, interpret users stated and unstated needs and establish a positive rapport and personal credibility- Ability to understand wide range of domain related contexts through a well maintained conversations demonstrating clear intent to offer a solution- Ability to express themselves clearly and appropriately- Strong customer centric, professional and service oriented tone during a telephonic conversation,

Keyskills :
insurancestandard operating proceduresroot causedata entrycustomer relationsgoing the extra miledocumentationconsultingquality