Independent for over 75+ years, Milliman delivers market-leading services and solutions to clients worldwide. Today, we are helping companies take on some of the world's most critical and complex issues, including retirement funding and healthcare financing, risk management and regulatory compliance, data analytics and business transformation. Through a team of professionals ranging from actuaries to clinicians, technology specialists to plan administrators, we offer unparalleled expertise in employee benefits, investment consulting, healthcare, life insurance, and financial services, and property and casualty insurance.
Job Summary:
The HR Service Team Supervisor will oversee the operations of the India-based HR Service Associates, ensuring efficient and effective service delivery primarily to our internal APAC customers as well as other regions. They will focus on centralizing current HR processes & procedures while implementing process improvements for greater efficiency.
Primary Duties & Responsibilities:
- Team Leadership:Manage, mentor, and develop a team of HR Service Associates, providing guidance and support to ensure high performance and professional growth.
- Service Delivery:Oversee the day-to-day operations of the HR Service Team in India, ensuring timely and accurate responses to customer inquiries and requests.
- Process Improvement:Identify opportunities to enhance service delivery, streamline processes, and improve HR system data. Implement best practices to increase efficiency and effectiveness.
- Policy Enforcement:Ensure consistent application of HR policies and procedures. Develop and update Standard Operating Procedures (SOP's) as needed to comply with Milliman's requirements and support organizational goals.
- Issue Resolution:Handle escalated employee issues and complex inquiries. Provide expert advice and solutions to HR-related problems.
- Data Management:Partner with the HRIS team to ensure the accuracy and integrity of HR data in the HR information system. Oversee data entry and record-keeping processes, as well as manage various data audits.
- Training and Development:Develop and deliver training programs for HR Service Team staff. Ensure team members are knowledgeable about current HR practices and company policies.
- Performance Metrics:Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of the HR Service Team. Prepare and present regular performance reports to the leadership team.
Required Qualifications and Experience:
- Bachelor's degree in human resources, Business Administration, or a related field. Master's degree preferred.
- Minimum of 5 years of HR experience, with at least 2 years in a supervisory or managerial role. Experience in a service center environment is highly desirable.
- Ability to work a split shift including U.S. morning hours.
- Ability to work out of the Gurgaon office as needed.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Experience using Human Capital Management (HCM) systems and Microsoft Office Suite.
- In-depth knowledge of HR policies, procedures, and best practices.
- Strong problem-solving and decision-making skills.
- Ability to handle confidential information with discretion.
- Project management skills and experience in process improvement initiatives.
- Customer-focused with a commitment to providing high-quality service.
- Detail-oriented and highly organized.
- Adaptable and able to thrive in a fast-paced environment.
