Team Manager,CTK

Job Location:  Bangalore
Job Description:  SkillSet: " subject matter expertise", " root cause analysis", " six sigma", " time attendance", " process improvement projects".
We are recruiting for a Time and Attendance Team Manager. This position specializes in time and attendance management. You will partner with cross-functional teams like Operations, HR and Payroll to provide world-class customer service. You will get the opportunity to collaborate with the broader US Time Team to standardize processes that ensure payroll accuracy and attendance policy adhesion. These transactions require due diligence, an eye on meeting policy and compliance requirements. The team supports business needs for Customer Service teams, Specialty Ops, AWS and select geographies in Latin America. Leveraging your skillset you will provide guidance, training and resolutions related to Time and Attendance. You will be responsible for leading shifts by overseeing ticket volume, escalations, quality and communicating end of shift reports to ensure the team meets service level commitments. You will collaborate with operations leaders, other ES teams, project managers tech teams to drive process improvement projects to enhance the operational efficiency of the team. You would need to identify customer-impacting issues pro-actively, identify root cause / problem statements and implement solutions to improve customer experience.
Provide accurate and timely response to inquiries from customers stakeholders
Understand and anticipate the downstream impact from changes to time and attendance or pay impacting systems.
Manage the workflow of the team including service level adherence, absences, and increased volumes while maintaining team morale.
Understand impact of changes in PeopleSoft, Payroll and other HR systems and how these will impact internal/external interfaces.
Continually strive to improve efficiency and effectiveness of existing systems and look for enhancements related to current systems and procedures based on KAIZEN and LEAN methodologies.
Provide clear communication to partners and employees when researching and resolving inquiries.
Track, measure and report on the Service Level Agreement (SLA) metrics.
Demonstrate a high degree of discretion and confidentiality.
Manage escalations and investigate discrepancies.
Participate in a variety of project related activities, including analysis or preparation of documentation; communicate processes and best practices.
Conduct audits to ensure data accuracy and process adherence
Project Management and Communications:
Identifying customer impacting issues, working out and implementing solutions and process improvements to improve customer experience. Participates in cross-functional process improvement initiatives.
Assist in developing and implementing training programs to improve the quality and productivity of the team.
Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
Investigates discrepancies, finds and implements solutions.
Creates business cases and manages enhancements. Presents high quality data findings
Identifies need, creates and distributes standard communications. Maintains departmental content in all channels. With manager oversight, develops and implements communication plans.
Responds to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager.
People Management:
Leading and developing a team of 15-25 Associates and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team and manage the team and ensure high service delivery and execution.
Actively participate in and drive the continuous improvement culture through KAIZEN and LEAN projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
Achieve performance goals and objectives in line with the network wide vision and goals.
Carrying out supervisory responsibilities in accordance with Amazon policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Customer Service:
Responds to queries from internal business partners, candidates and customers including senior leaders.
Managing key stakeholders both internal external partnering with them for process enhancements.
Subject Matter Expertise:
Acts as a Subject Matter Expert for customers and team.
Deep knowledge in one or more areas like Payroll and Time Attendance Management.
Escalation point for any Time and Attendance process related issues.
Performs audits of team s work. Assists in developing and approving guidelines., Bachelor s degree required from an accredited university
Total experience of 6 to 10 years. 3+ years of HR Shared Services / Time Attendance experience.
Applicants need to be in a People Management role and should have minimum 2-3 years of experience in managing people.
Experience with Kronos or similar time management software systems is mandatory
Experience in working with Tech teams in launching small large system enhancements from requirement gathering to UAT to implementation
Ability to prioritize workflow daily and ensure service levels are achieved at all times
Superior attention to detail and ability to prioritize in a fast-paced environment
Experience creating process documentation.
Exceptional communication and organizational skills
Ability to audit for very high level of accuracy.
MS Office experience required - Proven experience working with Windows, Word Excel
Established subject matter expertise in time and attendance
Experience in managing inter-department relationships and the ability to work with all levels of the organization
Work timings: Should be flexible to work in a 24/7 environment, basis roster for the month this is mandatory.
Six Sigma / Lean certification
Expertise on MIS / Reporting
Creating Macros and writing SQL scripts
Functional Area:  HR
Experience:  2 - 3 years
Qualification:  ("Other in any field")
Salary:  4.0 Lakh to 7 Lakh INR
Job Ad publication date: 07 May 2021  

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