Senior Process Consultant

Job Description

Experience :Between 7-9 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 2.5 year experience in QA/QC or Auditing/Transaction Monitoring in any one following vertical1) HR Domain ( Applicable for HR domain mapped W/s2) Non HR domain(any of the above)3) Data Analysis, Interpretation, Trend analysis and sharing Insights for Reporting and Insights- Data Management W/sRoles & 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 conditions- Coordinate with Occupational Health provider in case of extended leave period of the requestors- Assist requestors with sick leave policies, procedures and system update nuances- Manage return from leave process by coordinating with required stakeholders- Take end to end ownership of case management / resolutionMANAGE 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 culture,

Keyskills :
canadian lawmentoringdata analysisinsurancemusic makingprocess improvementdata managementdata extractionstandard operating proceduresdata entrycustomer relationsdata qualityautomationtrend analysis