People Operations TEC HCCT - Manager
People Operations TEC HCCT - Manager
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Job Description
Line of Service
Internal Firm ServicesIndustry/Sector
Not ApplicableSpecialism
IFS OperationsManagement Level
ManagerJob Description & Summary
At PwC our people in people operations primarily focus on managing the people lifecycle and the daytoday operational tasks related to managing employees. This includes activities such as employee onboarding offboarding payroll and benefits administration absence management employee recordkeeping compliance with labour laws and regulations and managing employee inquiries and issues. These individuals enable HR processes and systems to run smoothly in order to efficiently support our workforce.Those in human resource operations at PwC will focus on all areas of Human Resources and the business in executing Human Resources related transactions and administrative activities. You will be a primary HR point of contact in the resolution escalation or routing of inquiries as needed in line with HR protocols and guidelines as well as be part of a team of problem solvers that help solve complex business issues from strategy to .
Enhancing your leadership style you motivate develop and inspire others to deliver quality. You are responsible for coaching leveraging team members unique strengths and managing performance to deliver on client expectations. With your growing knowledge of how business works you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.
Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:
- Analyse and identify the linkages and interactions between the component parts of an entire system.
- Take ownership of projects ensuring their successful planning budgeting and completion.
- Partner with team leadership to ensure collective ownership of quality timelines and deliverables.
- Develop skills outside your comfort zone and encourage others to do the same.
- Effectively mentor others.
- Use the review of work as an opportunity to deepen the expertise of team members.
- Address conflicts or issues engaging in difficult conversations with clients team members and other stakeholders escalating where appropriate.
- Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.
Role Responsibilities
Navigates highly sensitive/risky issues by communicating with stakeholders and people support teams to drive resolution
Works with Senior Associates to enhance employee experience and provide oversight of Associates
Identifies systemic issues and crafts remediation plan for future
Ownership of specific product(s) supported managing the stakeholder relationship
Basic Qualifications:
Full time graduate
Minimum Years of Experience:
9 years
English and French language proficient
Basic Knowledge/Skills:
Demonstrates some knowledge and/or a proven record of success in the following areas:
Understanding employee requests by using knowledge effective research probing questions and troubleshooting methods;
Communication with leaders and stakeholders managing the relationship and holding them accountable to internal contracts;
Coaching of team members providing feedback that is prompt and respectfully communicated;
Make decisions and solving problems independently expectation to consult with a supervisor on more difficult issues;
Ability to identify common trends or opportunities utilizing data to suggest and enact proactive process improvements
Empathy to understand and relate to customers emotions and concerns. Can practice patience when dealing with frustrated or confused customers allowing the representative to remain calm and helpful;
Utilizing relevant technology such as Genesys Microsoft Office (Excel PowerPoint Word) Workday ServiceNow and other firm sponsored webbased technologies;
Clear and articulate written and verbal English communication skills with employees on complex and sensitive subject matter in manner;
Time zone availability is important;
Accomplishing several responsibilities in coordination of each other (i.e. researching an HR solution while conversing with an employee via phone or chat);
Overseeing the resolution of high priority issues to ensure a timely complete resolution that meets/exceeds customer expectations;
Coordinating and communicating responses between technical teams and customers during the lifecycle of an issue
Preferred Knowledge/Skills:
Demonstrates some knowledge and/or a proven record of success in the following areas:
Experience working in customer service and/or a contact center Human Resources or working with employees located in the US;
Working with confidential data;
Display a positive attitude. Seeking candidates who exhibit optimism enthusiasm and a willingness to go the extra mile to ensure customer satisfaction;
Adapting to a rapidly changing environment or changing circumstances that can remain composed and adjust their approach as needed;
Maintaining performance metrics and managing queue of customer service requests in accordance with KPIs;
Shift timings
9:00pm to 5:30 am IST
6:00pm to 3:30 am IST
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Coaching and Feedback Communication Confidential Information Handling Conflict Resolution Coordinating Staff Creativity Data Quality Documentation Administration Embracing Change Emotional Regulation Empathy Employee Data Management Employee Engagement Strategies Employee Life Cycle Employee Relations Employee Terminations HR Software Human Resources (HR) Metrics Human Resources (HR) Policies Human Resources (HR) Service Delivery Human Resources (HR) Shared Services 16 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
Required Experience:
Manager
Employment Type
Full-Time
