ABOUT GENERAL MILLS

We make food the world loves: 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.

How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate

us into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out http://www.generalmills.com

General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.

With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out https://www.generalmills.co.in

We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.

JOB OVERVIEW

Function Overview

Global Shared Services (GSS) enables General Mills to compete and win every day with a relentless focus on service excellence. Our Shared Services model leverages domain excellence to drive scaled cost-efficient delivery. We do that by delivering our services with a balance between cost and capability; increasing productivity through optimized processes and tools; and upholding company standards, policies, and practices. GSS touches virtually every aspect of the General Mills enterprise, including EmployeeServices, Business Services, Global Workforce Solutions, and Global Data Governance Services.

For more details about General Mills please visit this Link

Purpose of the role

This role is an important part of our India HR Shared Services Team and directly reports into to the India HR Direct Team Lead. This primary focus of this role is to:

· Provides subject matter expertise to HR Direct Team on process and relevant HR technology.

· Focus on high quality process and transaction delivery through ServiceNow Case management

· Support Service Excellence & Continuous Improvement of HR Direct processes though operational excellence.

· Provide feedback and suggestions for improvement regarding Workday/G&Me/Go Learn etc.

· Responsible for efficient work Intake execution

· Should be dependable & reliable as a backup to HR Direct Team Lead when the need arises

KEY ACCOUNTABILITIES

Work Management

• Monitors daily queue management and transaction activities to ensure no backlog.
• Supports the HR Direct Associates during high volumes by managing calls, chats cases.
• Executes proactive or requested HR Direct case data analysis to Identify trends and improvement opportunities
• Monitors and reports on CSAT and Re-opened cases.
• Provides process coaching and feedback to team member to improve results & build capabilities
• Ensures the team is updated on any changes via huddles/ team meetings, etc.
• Creates reports (Internal Process) for team communications
• Avaya reports, SN reports, etc.
• Is responsible for escalation and conflict resolution for the team.
• Manages team rostering – Monthly Rotation, team back-ups etc.outside workflex tracker
• Conducts trainings & onboarding for new joiners using standardized materials; updating when needed
• Responsible for actively assisting in Service Excellence Framework execution.
• Plans and coordinates UATs between HRD team and other teams to test new features of Service Now/WD, etc.

Process Audit

· Ensures G&Me Knowledge base contains updated documents, processes, and procedures

· Introduce Maker-Checker arrangement, wherever required

· Performs monthly/quarterly audits for letters, any processes

Projects/Process Improvements

· Identifies process improvements, standardization and automation opportunities and participates and or leads local or global projects (planned or ad hoc) for improvements (ie. priority projects, Country-wise case trend analysis, Long TAT, HR raised cases, etc.)

· Executes broad HR Direct data analysis on CSAT and Re-opened cases – Region/Country-wise

· Actively support new enterprise, HRSS or HRD capabilities (eg Work transitions etc.)

· Drives continuous improvement & ideation in the team

Education – Full time graduation from an accredited university (Mandatory- Note: This is the minimum education criteria which cannot be altered)