Vice President-HR Operations

Overview

Lead an operational HR team at NAB Innovation Centre India, coaching and developing a team of 10 direct reports to support colleagues with HR queries and deliver an excellent colleague experience.

What you'll do

• Escalate complex customer issues and engage relevant leaders and stakeholders, including timing and sequencing of work and prioritisation.
• Adhere to KPIs and targets for SLAs and customer satisfaction.
• Deliver strong risk and control outcomes, monitor and manage control execution, identify risks and report accordingly.
• Ensure ASIC protocol checks are completed within 10 business days.
• Adhere to operational planning with daily, weekly, monthly and quarterly planning schedules.
• Adhere to organisational and regulatory compliance requirements, including ASIC and colleague remediation.
• Complete monthly quality assurance on all Associate colleagues.
• Behave in accordance with NAB's code of conduct and demonstrate enterprise behaviours in all customer, community and colleague interactions.
• Coach, monitor and supervise direct reports to ensure they have the skills and knowledge to perform.
• Lead a team of 10 direct reports, responding to cases via the ServiceNow portal within provided Service Level Agreements (SLAs).
• Lead and motivate the team: manage operational rhythm and performance management, support colleagues, facilitate team meetings, perform QC and hold 1:1s.
• Meet agreed quality and productivity targets and customer satisfaction (CSAT) rating expectations.
• Promote self-service by showcasing available KAs in the ServiceNow portal.
• Contribute to a continuous improvement culture by suggesting improvements to operational activities.
• Accurately input Real Time Management (RTM) task data.

What you'll need

• 5+ years' relevant experience in leadership within an operational or HR environment.

Nice to have

• Business or Human Resource Management qualification.
• AOM Practitioner Certified.

Details

• Location: Gurugram, India.
• Employment type: Permanent.