Assistant Vice President P&O operations

Ready to shape the future of work
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Inviting applications for the role of Assistant Vice President P&O operations
In this role the incumbent should be an energetic People Leader who can thrive in a fast-paced environment. The incumbent will develop lead and guide a team to provide exceptional customer service while identifying new areas of opportunity and improvement that will enhance the Associate experience. This role will play a pivotal role in demonstrating the Five Principles to operation team and to our end users Associates Managers and P&O Business Partners through support of our People & business initiatives. The incumbent leads all aspects of the daily operational efficiency and effectiveness of the MyP&O Operations Team. This role manages a team of Analysts & Specialists to resolve service users inquiries/requests via phone webchat and general requests as well as complete a variety of P&O transactional activities in Workday and ServiceNow validating and approving exceptions while meeting key performance metrics including Service Level Agreements (SLAs) with relentless focus on both data accuracy & data integrity. Main responsibilities will be managing operational objectives delivery of exceptional customer service driving continuous improvement (CI) initiatives providing Associate performance and development coaching and stakeholder management.

Responsibilities
Oversee a team responsible for delivering excellent E2E operations services.
Build and maintain a high performing team through effective recruitment training coaching team building performance management and resource planning. Develop the team to find the right development opportunities for every Associate to grow & thrive.
Responsible for teams operating schedule (Shifts Lunch & Breaks) to support Hours of Operation and Service Level Agreements. Provide daily direction and monitor bandwidth and capability across the team to ensure an equal allocation of work due to volume variations and steady cross-training flow.
Drive and support the team to ensure key performance metrics including Service Level Agreements (SLAs) Data Accuracy & Control Targets are met/exceeded. Monitor and analyze performance against established metrics to ensure compliance against all performance targets. Ensure optimization and standardization of MyP&O Operations WoW across the regions.
Partner with Service & Operations and the to analyze MyP&O Operations periodic performance to deliver efficient and effective P&O service delivery.
Support the MGS P&O in the development and implementation of governance policies & procedures for respective region/countries. Partner with Associate Relations Local Payroll Local Benefits Legal to identify to understand legal implications and landing the solution for day to day processes & services.
Own sponsorship for one of the Service Enablers (i.e. Performance Metrics Content Management Staffing Up & Downs Demand & Capacity Management) for entire Global MyP&O Operations Team. Provide thought leadership in this area seek insights and alignment with global teams and across MyP&O Operations regions to drive consistency and standardization
Ensure the confidentiality accuracy and timely maintenance of Associates data in compliance with data privacy and GDPR requirements.
Serve as escalation point to support issue resolution and identify continuous improvement and coaching opportunities. Partner with various levels within the MGS P&O organization to resolve complex escalated issues
Perform and leverage data analysis to identify trends key learnings and continuous improvements opportunities in support of driving change across people process and technology.
Connect with Segment P&O stakeholders as BRM to share MGS P&O service results and align on the future initiatives to be jointly delivered by MGS P&O and segment teams e.g. OD Transformations.
Lead compliance and governance for MGS P&O in India.
Provide strategic leadership to define MGS P&O performance management strategy in line with global performance framework including SLAs KPIs etc.
Cultivate collaborative partnerships cross-functionally with MFS Payroll Benefits and MGS Digital Technologies to drive and support operational effectiveness and associate experience.
Collaborate with MGS P&O teams and leads to identify continuous improvement opportunities to advance our MyP&O processes and ways of working to improve the customer experience fostering an environment that empowers solution ownership through expertise and capability.
Establish and maintain successful productive collaborative partnerships with across MGS P&O teams and P&O Centers of Expertise to drive Continuous Improvement initiatives.
Maintain ongoing conversations with key stakeholders to understand business perception of MyP&O value and drive initiatives based on those insights.
Building Effective Team: Demonstrate a strong commitment to build up bigger operation team scope ensure senior and junior people can collaborate and delivering high-quality results. Managed planning and priority setting.
Business Acumen: Connects and understands business anticipates segment needs and aligns local requirement with global MGS / P&O standards and processes.
Customer Focus: Understand and anticipate the needs of MGS India stakeholders. Deliver solutions that enhance stakeholder satisfaction and add value to the organization.
Qualifications we seek in you!
Minimum Qualifications
Bachelors degree in HRO/P&O domain.
MBA in Similar field would be highly desired
Preferred Qualifications/ Skills
Service Excellence Customer Service Service Management
Digital HR Automation and Innovation management
Global P&O systems and processes
Familiarity with P&O processes and practices and functionality of a P&O Shared Services Center.
Extensive business experience. Preferred experiences include but are not limited to P&O Operations / Shared Services / Vendor Management / Digital savvy.
Decision-making abilities.
Line Management
Prior experience and network across global P&O / MGS organization

Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation.
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