Executive L4

Job Description

Role : Communications Trainer/ Coach Responsible for delivering and evaluating soft skills training across all of HRSS in order to equip learners to fulfil job functions within defined KPIs. Observe, measure, and monitor learners and provide Coaching & Feedback and supervision during OJT Evolution Responsible for self skilling & certification during periods of un activity (classroom) Develop non classroom communication and training materials for eg handouts etc Coordinate New Hire, Progression & Enhancement Training activity Assess HRSS participants at random to evaluate communication abilities. Identifies basic to intermediate development opportunities for new agents Perform other related duties and assignments as required and as assigned by supervisor or manager Prepare TNI for bottom quartile across all HRSS towers. Create MIS dashboards. Conduct / Participates in calibration exercise for quality improvement ======================================================================== Role : Process Auditors / Process trainer HR/ HRO experience Provide ongoing, high-quality training and upgrading programs for all HRSS personnel to ensure a consistently high level of competency in all HRSS service category. Partner with the content development team in the development and review of the Operations Standard, Task and Procedures for all HRSS towers. Participate in RCA discussion. Use learnings to improve process training curriculum. Leverages opportunities to apply knowledge learned on the job and to share such knowledge/best practices among HRSS colleagues to make them aware of the updates in each tower/ service category. Identifies basic to intermediate development opportunities for new agents Builds and maintains best practices for the successful development of colleagues across all towers. Simplifies policy and procedure for each tower. Demonstrate the ability to apply analytical and logical thinking in gathering and analysing data and/or situation/s to develop TNI for all towers. Help in identifying the bottom quartile for each tower basis random audits done. Coordinate with each tower to run remedial trainings for bottom quartile. Participates in calibration session. Owns process documentation. Coordinate with process SME s to update all documentation current. Partners with communication team to develop standard responses that can be provided for any and every type of queries raised by anyone. ======================================================================== Role : Documentation - SOP/ Guidelines and Content Developer Partners with communication team, Process trainers, MIS team and all towers to develop content as well as update SOP. Simplify policies and make it easy for colleagues to search any specific content. Evaluate use of new tools and technology to enable documentation of policies and guidelines. Own all SOP s review and update on periodic basis. Digital communication skills Ability to work on multiple projects simultaneously Create content strategies for the HRSS organization. Write creative and unique content as well as come up with innovative ideas. Rewrite old content from all towers to give it a fresh touch. Simplify using Write technical content for organization products and services. Overseeing the sharing of content across various departments mainly social media. Stay up to date with various methods to create engaging and attractive content. ======================================================================== Role : Transformation Conduct root cause analysis on any escalations received. Propose process controls basis the RCA. Share findings and documentation with Tower heads. Actively participate in evaluation of policies / processes. Coordinate with Process auditors/ trainers to simplify them. Evaluate on a daily basis what tickets are getting allocated and to which tower. Analyse transfers within HRSS and also Transfer in and Transfer out of HRSS to other groups within Wipro. Work with various stakeholders to bring those process changes. Manage priorities for HRSS. Pick up tasks in the order of importance and impact every quarter. Drive it to closure successfully. ======================================================================== Role : MIS - Data Analysis Generate and distribute management reports in accurate and timely manner. Provide strong reporting and analytical information support to management team. Generate both periodic and ad hoc reports as needed. Participate in cross-functional meetings to resolve recurring customer issues. Analyse business information to identify process improvements for increasing business efficiency and effectiveness. Provide recommendations to update current MIS to improve reporting efficiency and consistency. Work closely with business data owners and users to identify quality metrics and thresholds Support project delivery teams in their effort to adopt and execute on data management processes. Knowledge of predictive analysis will be handy. Provide basis training to empower HRSS leads and managers to enhance data driven decision making culture. Develop / propose KPI s for each service category all the way to the colleague level. Maintain data base for performance management within each tower. ======================================================================== Role : Tool Evaluation - Transition Evaluate Tools available in market / internal to Wipro and propose changes. E.g SNOW, Grammarly etc to improve employee engagement. Evaluate some of the projects done in some of the other accounts or line of business and see if the solution fits HRSS objective of improving employee experience Work with external vendors / internal product managers to understand benefits of tools.,

Keyskills :
root cause analysissoft skills trainingmultiple projects simultaneouslyroot causesoft skillsdata analysisdata managementprocess training