Manager - Human Resources Job in Firstsource

Position Title: Employee Experience & Retention (EE&R) Manager

About Firstsource:

Firstsource Solutions Limited, part of the RP-Sanjiv Goenka Group, is a leading provider of transformational solutions spanning the customer lifecycle in sectors including Healthcare, Banking & Financial Services, Communications, Media & Technology, and more. Through our 'Digital First, Digital Now' approach, we help organizations reinvent operations and reshape business models, delivering valuable moments that matter and gaining competitive advantage. We have a global presence across the US, the UK, India, the Philippines, Australia, Mexico, and South Africa, supporting over 100 top global brands, including several Fortune 500 and FTSE 100 companies.

Position Purpose:

The Employee Experience & Retention (EE&R) Manager is tasked with overseeing all aspects of Employee Experience and Retention within the aligned process. This role ensures the effective execution of EE&R initiatives within agreed timeframes, supporting the achievement of high employee engagement, retention, and satisfaction throughout the process.

Key Responsibilities:

Employee Relationship Management & Communication:

• Employee Relations Support: Act as the primary point of contact for EE&R-related matters, handling queries and grievances effectively and providing ongoing employee relations counsel.
• Policy Communication: Conduct policy sessions during induction, training, and as part of regular Business-As-Usual (BAU) refreshers.
• Visibility & Engagement: Maintain a consistent and visible presence on the operations floor to foster employee engagement.
• Reward & Recognition Management: Lead and manage the Reward and Recognition program, addressing concerns and ensuring timely recognition.
• Employee Support: Provide assistance to employees and teams by implementing EE&R interventions when necessary.
• Survey Execution: Ensure the timely execution of ESAT, Dipstick, and 360 surveys, acting on the insights to address any concerns and improve employee satisfaction.
• Policy Updates: Communicate any policy, procedure, or process changes to relevant stakeholders in the process.
• Corporate Social Responsibility (CSR): Drive CSR initiatives within the team, fostering a sense of community and purpose.
• Engagement Activities: Organize fun activities and team-building events to maintain a positive, engaging work environment.
• One-on-One and Skip-Level Meetings: Regularly meet with Team Leaders, Managers, and employees to address concerns, provide HR updates, and gather feedback.

Career Progression & Performance Management:

• Performance Management Execution: Ensure the smooth execution of the Performance Management Process (annually, bi-annually, and monthly).
• Internal Job Postings (Lateral Moves): Manage and facilitate internal job postings, supporting employee mobility within the organization.
• Promotion and Assessment: Organize and manage assessment centers to promote advisors to the next level.
• Career Development Support: Provide guidance and support for employee career growth and development opportunities.

Compliance:

• Increments & Promotions: Ensure timely handling of employee increments and promotions in alignment with lifecycle approaches.
• Confirmation Process: Oversee the employee confirmation process after six months of service, ensuring timely and accurate documentation.
• Payroll Coordination: Collaborate with payroll teams to ensure timely receipt of payroll inputs, sign off, and review before submission to vendors.
• Background Checks & Compliance: Follow up on background checks and ensure appropriate actions are taken for any unfavorable reports.
• Headcount & Attrition Reports: Own the preparation of weekly headcount and attrition reports, ensuring accuracy and timeliness.
• Audit Support: Provide necessary support for effective audits and ensure compliance with organizational standards and regulations.

Qualifications & Skills:

• Communication Skills: Excellent interpersonal and communication skills for effectively managing relationships, engaging with employees, and resolving issues.
• Organizational Skills: Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple responsibilities efficiently.
• HR Expertise: Deep understanding of HR policies, employee relations, performance management, and compliance requirements.
• Conflict Resolution: Proven ability to manage grievances, conflicts, and sensitive employee matters with professionalism and discretion.
• Employee Engagement: Experience in designing and implementing employee engagement initiatives and activities.
• Team Collaboration: Ability to work collaboratively with Team Leaders, Managers, and other HR teams to drive results.
• Compliance Knowledge: Understanding of payroll, background checks, and audit processes, ensuring adherence to compliance standards.