With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it!
We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line.
We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing.
People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality.
And as you help us create a better world, we will help you build your own intellectual firepower.Welcome to the relentless pursuit of better.Inviting applications for the role ofHR Operation – Total Rewards Specialist!This position reports to the Greater Asia Total Rewards Lead and the purpose of this position is to plan, organize, coordinate and manage the service delivery of the Total Rewards team in ensuring a positive customer experience.
The position will utilize discretion latitude in decision-making and being a subject matter expert in HR managed policies in Greater Asia Total Rewards.
This position supports the Customer Interact Center (CIC) in developing and updating call scripts and by receiving and resolving tier 2 inquiries.
The position provides expertise and is a point of contact cross functionally with the applicable Center of Excellence.ResponsibilitiesServe as the subject matter expert for Total Rewards programs, policies and processes.Identify and recommend methods to update, simplify and enhance processes, procedures and technologies.Provide staff with technical support and guidance on core Total Rewards HR processes (respond to and resolve increasingly complex issues).Act in a consultative and project management role to COE to define and implement program delivery.
Identify process and systems implications of, and solutions to, new or modified programs and policies.Primary interface to Center of Excellence and Non-HR functional departments to appropriately escalate inquiries/concerns.Lead or participate in continuous improvement initiatives to ensure services are effectively delivered.Help CIC create/update call scripts and receive and address complex or escalated issues.May develop and mentor staff, including undertaking performance reviews.Launch case management with ownership from intake to transition, escalation, or closure.Ensure on-the-job training occurs where appropriate.Gather and analyze appropriate metrics, data and reports around compliance, performance, and data analytics (peer-level) to help initiate improvements.Provide input into appropriate metrics and reports around compliance, performance, and data analytics.Monitor case management and timely closure of tickets with Supervisors/ Team Leads to ensure quality customer service.Qualifications we seek in you!Minimum QualificationsBachelor's Degree with a professional HR/Business Administration qualification or Diploma with equivalent working experience.Previous experience and subject matter expertise in Total Rewards.Preferred Qualifications/ SkillsAbility to pay close attention to details and use time effectively.Excellent oral and written Chinese Simplified skills with the ability to independently compose routine written communications.Proficient in Total Rewards end to end HR processes.Workday experience is strongly desirable.Strong attention to detail and the ability to use that information to represent the service center to the CoE using influence and persuasion to ensure process considerations are accounted for in new or modified programs and policies.Strong problem solving and analytical ability.Genpact (NYSE: G) is a global professional services firm that makes business transformation real.
Led by our purpose -- the relentless pursuit of a world that works better for people -- we drive digital-led innovation and digitally enabled intelligent operations for our clients, guided by our experience reinventing and running thousands of processes for hundreds of clients, many of them Global Fortune 500 companies.
Today, we generate impact for over 100 clients and have grown to over 100K employees.
From New York to New Delhi, and more than 30 countries in between, we connect every dot, reimagine every process, and reinvent the ways companies work – because transformation happens here.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 diversity and inclusion, respect and integrity, customer focus, and innovation.
For more information, visit www.genpact.com.
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