US & UK Operations TL

Job entails the below mentioned pre-requisites:
Designation: Team Lead
Business Vertical: IOA - EES
Location: Hyderabad
Reporting Manager: Team Manager / SDM
About Cognizant:
Cognizant (NASDAQ: 100 CTSH) is a leading provider of information technology
consulting and business process outsourcing services dedicated to helping the world's
leading companies build stronger businesses. Headquartered in Teaneck New Jersey
(U.S.) Cognizant combines a passion for client satisfaction technology innovation deep
industry and business process expertise and a global collaborative workforce that
embodies the future of work. Cognizant is a member of the NASDAQ-100 ranked in the
Forbes Global 2000 and the Fortune 500 and consistently recognized among the world’s
top-performing and fastest-growing the world with approximately 350000
employees. Visit us online at or follow us on Twitter: @Cognizant
Role & Responsibilities:
The HR Service Delivery Lead is responsible for providing SME leadership for the
development and deployment of the HR Services Platform. This role will also deliver
exceptional customer service to associates and HR colleagues for their inquiries and
questions. This position will also model the key competencies for HR Service Delivery
including systemic solution identification "first-time right" data and process execution.
The role will require maintaining strong customer relationships and transforming the HR
services to the next level. The Team Lead will be required to manage day to day
operations delivery and perform tasks such as team management resolving process
issues create a culture of process standardization and process improvement within the
teams track and report SSC performance. The person should also be well versed with
working in a matrix hierarchy/organization setup
The key responsibilities will include:
• Manage a team of Tier 1 Helpdesk and HR Employee Data Management
employee – HR queries HR Workflow transactions ER related actions
Employee data Changes Transfers Exits and Absences
• Strong experience with HCM systems – Workday and workflow tools -
ServiceNow
• Domain expertise and ability to train / mentor a team of HR Helpdesk advisors
• Excellent Communication Skills
• Lead and Deliver day to day operations – SLA/KPI management Metrics
management BOI’s etc
• Creating and maintaining SOP’s & process documentation
• Implementation of HR initiatives to support business through a team of HRSS
Advisors and SME’s with an aim to improve employee experience and overall
engagement
• Lead and support the HR transformation projects within SSC – Process
standardization automation with a goal of consolidating service oerings and
best in class employee experience
• Stakeholder Management (Internal/External) – Setup a governance framework
and lead discussions with key stakeholders
• Setup quality framework and governance mechanism to maintain accuracy of
data input
• Transition Management – Eectively support transition of work within SSC with
minimal challenges
• Manage escalations from business and implement measures/controls in
place to mitigate impact on delivery operations
• Mentor the team provide training and conduct performance evaluation.
• Monitor team performance and develop reports / dashboard for customer and
management.
• Review customer feedback and create an improvement mechanism for
seamless operations
• Provide SME leadership for HR Services Delivery team for platform training and
optimization focused on all HR users. As a platform super-user develop and
improve workflows design and track SLAs and create or improve dashboards.
• Provide outstanding customer service to associates and the HR function by
resolving questions and issues. Manage and facilitate query resolution via HR
tickets through HR case management tool. Responsible for identifying trends
preparing and deploying knowledge base articles to improve value delivery of
HR services platform for both associates HRBPs and COEs.
• Manage core HR processes in support of HRBPs including onboarding and
oboarding. Actively manage and support SLAs for self Service Delivery Team
and HR function to ensure consistent and outstanding customer service
through regular use of Service Delivery Dashboard.
• Provide support for annual HR processes including but not limited to open
enrollment annual bonus payment and annual performance reviews. Keep
abreast of changes in company policy HR processes as well as local state
and federal laws. Perform other HR Service Delivery duties as required.
• Lead the design and development of HR knowledge base (KB) building ongoing
library of KB articles. Ensure to keep this content current.
• Expand the natural language search function of the HRNow platform.
• Develop standard and ad hoc reports for all levels of management as well as
for local HRBP use. Provide recommendations for external and internal
reporting formats SLAs and data capture points.
• Participate in project teams to centralize core HR processes and manage any
pilots for centralized HR Services processes.
• Other duties as assigned by the jobholder’s supervisor may also be required.
Knowledge Skills and Abilities:
• Thorough understanding of core HR principles practices and procedures
including leave requirements and other legal protections aorded by the
FMLA ADA and other applicable laws
• Experience in HR Helpdesk role delivering services preferably HR and from a
shared service center environment.
• Passion for delivering great employee experience be energetic and drive and
eiciently manage resolution of every employee query.
• Fluent in English
• Experience working with Workday and workflow systems (Workday Help case
Dovetail)
• Strong problem-solving skills ability to manage conflict and attention to detail
• Open to work in US shifts
• Proficiency using PC-based applications (such as Microsoft Excel
PowerPoint Word)
• Strong customer service orientation
• Experience with case management
• Demonstrated experience with HRIS systems
• Ability to think critically with excellent analytical and organizational skills
• Ability to work independently and know when to ask for help when needed
with experience in a work from home environment
• Work from Oice 5 Days
• Communicate with solid written and verbal communication skills.
• Demonstrated problem-solving & documentation skills
Must demonstrate the following competencies:
• Passion for customer service delivery and result oriented
• Ability to recruit integrate inspire engage and motivate a team
• Ability to empathize and work under pressure
• Attention to detail – proactive identification of failure points/ risks and develop
action/ mitigation plans
Education and work experience requirements:
• Graduate or MBA in Human Resources or equivalent
• Min 5 years of experience in HR Helpdesk HR Operations benefits domain
with at least 2 years in a team management role
• Good knowledge of HR Helpdesk Operations HR Employee Lifecycle and
compliances