Senior Analyst - HR Operations

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

CLIENT

Service Level Agreement

• Timeliness & Accuracy:
• Monitor and Ensure completion of daily volumes as per the TAT. Response time 4 hours and completion time 24-48hrs:
• Ensure to do the Quality Check on all critical processes as defined in the Quality framework and whenever it is needed.
• 100% Adherence to Escalation Matrix specially for ServiceNow cases
• Ensure to complete monthly/weekly payroll/non-payroll activities as per the defined timelines.
   

Query Resolution/ Process Documentation

• Ensure only genuine queries and missing information are asked promptly without any delay, ensuring the overall timeliness is met (24/48hrs). Ensure to close all requests with first time resolution approach.
• BIs, FAQs, Job Aids to be reviewed and inputs if any, to be shared with SME/Team Lead. 6 unique learnings should be shared annually. Same to be reviewed and signed off by respective leads.
• Attain End to End Domain Knowledge (Upstream & Downstream) of the Business Process and refrain the process from potential risks and gaps.
• Own and deliver 2 knowledge sharing sessions per quarter. Mentor one of the analysts from team and help him/her to manage and deliver some of the content in the session with you leading it.
• Identify and escalate/reassign complex queries to appropriate stakeholders.

Data Recording & Reporting

• 100% Adherence in Productivity Hours, to ensure Accurate Data is captured in Prohance including meeting data timeliness/correctness/completeness.
• 100% Adherence in capturing points discussed in team huddles/meeting and sharing it as MOM.
• Ensure to share all the Internal/External errors & TAT misses with SME/Leads.
• Ensure that all relevant and most recent personal information is updated in Workday as a standard data sanity practise.
• Process Related Manual Trackers – Own and ensure the data is accurately captured, updated, and reviewed by team. Look for opportunity to make the tracker more efficient by periodically reviewing the data trends. Ensure to share your findings with Team Lead.
• Volume Capturing Prohance - Ensure correct and relevant data is updated in Prohance as per the work type and count method to have a track on daily Productivity.  The Productivity and Utilisation target will be 100%
• Maintain 100% Adherence and Accuracy of OE requirements and operational tools.

               Communication

• Ensure to write professional emails asking right questions and providing effective/correct responses
• Ensure to acknowledge/revert on all ServiceNow cases/Workday transactions within 8 working hours of the time it was received
• Ensure to share proper RCA with SME/Sr. SME/Leads in event of any error or TAT miss.
• Ensure to share updates, process related tips and other communications with team on timely basis.
• Ensure to capture detailed notes on client calls, internal planning meetings, feedback sessions.
• Ensure to lead calls/meetings with Stakeholders and prepare the agenda.
• Ability to identify and escalate complex queries to appropriate stakeholders.
• Update/Review SOP’s and Process Maps on a regular basis based on new inputs/changes/updates in any of the existing processes.
• Take Ownership of deliverables and put it in action in absence of SME/Sr. SME/Leads

VALUE CREATOR/GROWTH

Process Improvement

• Identify opportunity for continuous Improvement (i.e., to make the process lean, to identify scope of process standardization & automation) and ensure to share at least 3 cost savings and 3 efficiencies/productivity/quality improvement ideas annually, duly reviewed & approved by the Team Lead and OpEx Lead.
• Own more than 1 process at a time. Identify the scope of improvement, manage end to end documentation before it is shared with Content team for final review
   

Succession Planning

• Ensure to proactively set up 1*1 on quarterly basis with your Team Lead to have quality conversation and devise a 30-60-90 Day action plan.
• Execute the plan per set timelines and share the progress made proactively with your Leads.
• Seek feedback on the progress made and ensure to continue the conversation throughout the year to allow achievement of old goals and addition of new as and when relevant.
• Manage team in absence of Leads by attending to team queries and issues.  

                                                                         PEOPLE

Professional Adherence

• Strict adherence to working hours. There shouldn’t be uninformed changed reporting instances without prior discussion with Team Lead/Manager. Less than 24 hours of email or messages is not to be entertained unless genuine exigency.
• Roster for attendance shall be followed as per the guidelines/details shared by Leads.
• Planned leaves of more than 3 days to be approved by supervisor at least 2 weeks (14 Days) prior. For 1-day leave, share it a week (7 Days) before. In event of the above not being followed, leaves would be considered unplanned. More than 3 days leave to be approved by +1 manager.
• For Unplanned leaves, Sick cum Casual leaves should be utilized first and same should be applied on the very first date of reporting back to office. For Bereavement leaves, ensure to follow the guidelines as per policy.
• Marriage leave/International travel leave for no more than 2 weeks inclusive of weekends, public/national holidays and comp-off. Travel plans no more than 10days inclusive of weekends, public/national holidays and comp-off. Supervisor to be notified at least 3 months in advance. Employee should have sufficient leave balance.
• No unplanned leaves during the month end payroll activities and annual bonus/increment processing period.
• No accumulation of leaves for year-end without prior discussion with manager. Periodic leave utilization.
• Ensure full & timely attendance with active participation in Meetings, Huddles, Trainings, Town hall, Fun Fridays, and Organizational forums.

Learning & Development
 

• Ensure to complete all the trainings assigned as per the development plan
• Proactive enrolment for skill-based trainings and knowledge sharing practise with team. Minimum 2 trainings per quarter should be completed

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If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

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