Executive/Sr. Executive
Posted on :
26-12-2014
Job With :
Permanent
Department :
Staffing Operations
Sub-department :
Operations
Location :
Bengaluru
Reports to :
Team Leader /Asst. Manager
Experience (yrs.) :
1 yrs

Purpose of Position:

An Associate Interface team member is one of the primary contacts at one of our Team Lease/IIJT location branch and acts as a location representative of Team Lease for the client or associates in the particular Branch city. He/she represents Team Lease at the client location and performs applicable work in a manner which facilitates compliance adherence and timely resolution of the queries by meeting established deadlines and quality standards. Use of knowledge about Team Lease processes and internal departments to ensure effective location site management/resolution of issues/performing functions of the job and adhere to client service levels. This is the team of highly skilled individuals who as individual contributors take responsibility of the location presence, ensuring closures of joining formalities and documentations (ESIC, PF, Insurance, Gratuity, ID Cards), face-to-face associate induction either at client’s offices at Team Lease office cities or walk-ins to our offices, facilitates bank account opening, conducting associate helpdesks and any other location based operation’s activities like payment collection, input collation, cash / cheaque disbursement or pick up / dropping up of documents. Month on month closures of compliance documentations, follow ups with associates through calls/helpdesks and help in supporting any critical location based physical presence along with handling client queries centrally from Bangalore. Apart from location support, their core job is to ensure compliance/benefits related document closures. They are the key member’s team which supports most of the large on-site migration for inductions and joining formality closures.

Key responsibilities:

  • Ability to develop a working relationship and effective communications with the client point of contact/associates around the location & Team Lease departments
  • Maintains clear channels of communication with clients/associates and Team Lease representatives
  • Keep track of all the day-to-day issues raised by the location clients or associates and brought to his/her notice by the central team or directly by the client/associate and ensure effective follow up and coordination with the central team at Bangalore till resolution is provided without any escalation directly by the client
  • Gradually enhances his self-knowledge on handling basic associates and their queries independently and directing the associates/clients to call our centralized help line number for specific/detailed responses/resolutions to issues/queries
  • Ensures due completion of the activities or job in hand with utmost sincerity as directed by the Team Leader and to ensure that all the task performed are in best interest of Team Lease & clients
  • Effective resolution to associates / client enquires - Resolve all the concerns raised by the associates or the client by coordinating with our Departments. (Legal, Finance, Operations, etc.)
  • Maintain basic knowledge of Labor welfare policies and application of the same – like PF, ESIC, Insurance, LWF and company compliance standards as per information being made available of Team Lease’s knowledge bank or during process/business training
  • Able to educate and impart knowledge to the associates on all welfare, Team Lease policies and programs
  • To maintain high quality standards
  • To participate in developing plans for improving customer satisfaction levels
  • Maintain timely communication with his/her supervisors and client contact as and when required and necessary with accurate information.
  • Ensures customer satisfaction by meeting desired job goals adhering to compliance, policy and procedures and system knowledge
  • Ability to effectively cope with stressful situations in a highly productive environment
  • Consistently follows company policies and practices regarding attendance, performance, etc.
  • Organizes work schedules in a production environment to ensure appropriate coverage and maintains required staffed hours
  • Performs other duties as assigned by his Team Lease supervisor
  • Ensures close follow-ups & coordination with the client and internal teams for scheduling Face-to-Face induction at Team Lease office or Client premises (as discussed and agreed) or Associate Help Desk being organized detailing out the intent of the Visit/induction and pre-request on requirements from client’s Line manager for a successful Induction drive
  • Induction & Joining Formalities – Associates taken through a formal face-to-face induction including an understanding about Team Lease {Ensuring his joining formalities are completed, all the statutory forms are filled, Bank Accounts opening is facilitated or alternate mode or electronic pay mode is advised and ID cards issued where ever applicable or agreed between client/Team Lease, also educate associates on Team Lease, broad level terms & conditions, how to fill the JKs, benefits (insurance, ESI, Employee Compensation) the contact center numbers} and any ad-hoc query handling on-site/Team Lease office
  • Bank Account Opening – To ensure associates are paid on time by way of facilitating Bank accounts during Induction/Help Desk/Open houses. Coordination with the Bank representative for Bank account opening and internally for updating of the bank account numbers facilitated from our end or alternate mode or electronic pay mode is advised
  • Associate Help Desks/Open House – Addressing a large group of associates and resolve all the concerns raised on SPOT or by internal coordination with our Departments. (Legal, Finance, Operations, etc); follow through complete resolution with the line manager on any pending issues with the associates
  • Associate Walk-Ins – Attending to all associate walk in’s at Team Lease office and resolve all the concerns. To ensure the associates are handled on time and updated on the process internally.
  • Attendance/Input collation – Keep track of attendance of the associates & send the consolidated details as per cutoff date to the Central Operations team as per the agreed process for specific clients in the Team Lease locations
  • Payment Follow Up – Follow up with the client to ensure payments are made on time & salary of the associates are released on time as per the agreed process for specific clients in the Team Lease locations
  • Ad- hoc Requests from Clients – Any customized request from client end to be adhered to and addressed immediately. (Requests such as Offer letter and Invoice hand delivery, Payment collection, Cash disbursals etc.
  • Coordinate & respond to the client via mail; phone to ensure client queries are reverted within established Turnaround Time. Queries pertaining to facilitating of bank accounts, initiating induction or joining process, preparation of ID cards, Helpdesk etc.
  • Coordinate with Internal departments to ensure client requirements are effectively met.
  • Ensures continual learning around policies, best practices, compliance, systems and appropriate implementation of the same
  • Ensures performance adherence to the SLAs
  • Ensures a clear understanding of our client’s systems, policy and procedures
  • Organizes work schedules in a production environment to ensure appropriate coverage and maintains required staffed hours
  • Coordination with client/associate/vendor on ID card to ensure timely and accurate ID card processing
  • Understanding requirement from the client (agreed ones only) on the type of the ID card or format as per the agreed process document
  • Additional Role for AIDMA team: Being Part of AI DMA team involves handling of various documents and to ensure all the documents received are submitted to the concerned departments:
    a. Tracking of all couriers received document wise. System updating of the documents received date wise, location wise and document wise of the associates.
    b. Verifying and validating the completeness of the joining Kit forms/documentation (Needs to have sound knowledge on the forms being filled for completeness & correctness especially PF, ESI, and Gratuity etc.)
    c. All the documents to be scanned and stored in Docushare and to be handed over to the concerned department for further processing
    d. Prioritize of documents submission which requires to be processed quickly on receipt.(Death Claims, ID requisition forms, Payroll forms); Once the forms are segregated, screening is to be done by him/her. The data from the screened forms is then updated on an excel sheet & then He/she prepares MIS of various documents and sends it to different departments
    e. Coordinating with Vendor for scanning and storing of physical documents
    f. He/she keeps a track of the documents that go to the warehouse & Retrieval whenever necessary from the ware house.
  • Performs other duties as assigned by line manager

Qualification/Skills:

  1. Academics:
    Bachelor’s degree in any discipline or equivalent
  2. Experience:
    Minimum of 1 year of relevant work experience in handling HR related activities & people queries

Competencies and skills:

  • Drive for Results, Problem Solving & Detail Oriented
  • Listening, Patience, Negotiating & Interpersonal Skills
  • Time Management & Priority Setting
  • Self-Development
  • Integrity and Trust
  • Retention of Knowledge Customer focus
  • Good written and verbal communication skills– English & local Language to interact with internal and external clients
  • Knowledge of MS Office – Excel, Word and outlook is mandatory
  • Problem-solving skills with ability to meet applicable deadlines
  • Ability to create a sense of urgency with team members
  • High client management and relationship skills & a Team player - self-starter with an ability to work in a team environment
  • Must be flexible, reliable and adaptable to change
  • Action Oriented, Multi-tasking capabilities, Flexible to adapt change
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