Associate Manager, Global GBS

Job description

## Job Description **Position:** EDM Lead **Reports to:** HTR EDM Manager **Position Summary:** We are hiring an experienced Employee Data Management (EDM) Lead to oversee daily HR data operations, system accuracy, and team performance. This role balances people leadership with hands-on system administration to ensure all employee life cycle data—from onboarding to exit—is processed efficiently and within established SLAs. You will play a vital role in maintaining high data quality, generating key workforce analytics, and safeguarding sensitive employee information **Primary Responsibilities:** - **Process Management**: Managing and overseeing the work of employees. Handling escalated customer inquiries and resolving complex issues. Building and maintaining strong relationships with end customer. Ensuring customer satisfaction and addressing concerns promptly and professionally. Ensuring adherence to company policies, procedures, and service level agreements (SLAs. - **key performance indicators (KPIs**): Monitoring key performance indicators (KPIs) and implementing strategies to meet or exceed targets. Identifying areas for process improvement and efficiency gains. Assisting in the implementation of new processes and technologies. Coordinating with other departments to streamline operations and resolve issues. - **Team Leadership & Development:** Lead and develop the EDM team, setting clear goals, providing continuous feedback, and supporting growth and training. Foster a culture of high-quality service and continuous improvement within the team. - **Customer Service & Quality Assurance:** Ensure the EDM team delivers excellent customer service, particularly in relation to concern raised by HR. Monitor service quality, handle escalated employee concerns, and implement improvements to enhance employee experience. - **Collaboration with Tier 2 Teams:** Coordinate closely with Payroll, Helpdesk, and WD Specialist teams to ensure effective escalation of tier 2 requests. Maintain strong communication channels to support seamless handling of requests across teams. - **Process Optimization & Reporting:** Identify opportunities to streamline EDM processes, enhancing efficiency and reducing response times. Prepare reports on performance metrics, trends, and areas for improvement. Prepare regular reports on Weekly, Monthly, Quarterly business metrics and present it in correct forum. - **System & Technology Management:** Oversee the use of ServiceNow and Workday technologies, ensuring proper configuration, utilization, and integration with other service delivery tools. - **KHMS:** Lead Kraft Heinz Management System program for EDM operations team, ensuring standards and processes are aligned with KHMS playbook. **Education:** - Bachelor’s degree **in** human resources, Business Administration, Information Technology, or a related field. MBA in HR is frequently preferred. - Payroll or HRIS certification is a plus. - Continuous improvement certification is a plus. **Experience:** - 6-8 years of experience in EDM operations-(**International/Global**), with at least 2 years in a supervisory or team lead role. **Skills:** - Understanding/experience of HR operations / Hire to Retire processes. - Leadership and Management: Proven ability to lead, motivate, and mentor a team. - Communication: Excellent verbal and written communication skills. - Problem-Solving: Strong analytical and problem-solving abilities. - Customer Service: Deep understanding of customer service principles and practices. - Interpersonal Skills: Ability to build relationships and work effectively with others. - Time Management and Organization: Strong organizational and prioritization skills, with a proactive approach to problem-solving. - Technical Proficiency: Familiarity with relevant software and tools, including MS Office and CRM systems. ## Location(s) Ahmedabad - Venus Stratum GCC **Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes****.**