HRO Team Lead with french

Everyday at Wipro Digital Operations and Platforms is challenging and thought-provoking. What is tested is your drive, enthusiasm and initiative. New ideas are appreciated and innovation is encouraged - if you have a suggestion and a plan to take it forward - you will get all the necessary support to transform it into action.

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Requirements:

- Good command on spoken & written English and French communication with client on a daily basis over phone/ emails/Chats. German language would be an added advantage
- Prior HR experience of 2-3 years and understands the HR employee life cycle in general and application across HR processes/ policies
- Advanced reporting skills - MS excel and PowerPoint. Should be hands on with preparation of Adhoc/ Weekly / Monthly reporting for the account
- Preferable Workday (Technology – HR Platform) working knowledge in terms of application usage
- Positive attitude, confident and team builder
- Mentoring and experience of handling teams
- Ability manage work under pressure of meeting stringent deadlines

Job description:

The role includes processing and working on production volumes at the same time leading the team from a management perspective:

End to End case management of client requests, service excellence (meeting KPIs, SLAs), stakeholder satisfaction, process improvement, issue analysis and resolution, process and resource optimization.
Main point of contact for all client escalations (work on escalated cases and provide RCA - root cause analysis when required)
Conduct quality monitorings for Team members on daily basis, ensuring team meets audit and compliance requirements
Maintain good service level, as per the SLAs agreed
Identify trends and high volume inquires that may indicate corporate-wide issues; inform management as appropriate
Responsible for process documentation and SOP
Assist team members to research and solve customer cases.
Stakeholder interaction - will interact on daily basis with client SMEs and Process Experts, discuss cases to find solutions to cases
Quarterly Performance Review of team members
Train and mentor team members on daily ops tasks.
Coach and provide feedback to team members related to their individual performance
Create developmental plans for each team membe
Recognize and reward quality performance

Benefits:
• Opportunity to work in a fast growing company and in a multinational environment
• Opportunity to grow in the organization and build a successful career path
• Relocation assistance
• Access to a variety of benefits available through a flexible package that can be customized depending on each employees’ needs
• Personal and professional development through a variety of training programs (hard/soft skills);