Employee Benefits Manager

Key Deliverables:

• Drive HR service guarantee through call center feedback and policy/process updates
• Manage employee service center for first-call query resolution and cross-functional coordination
• Monitor key service metrics, publish dashboards, and drive root-cause resolutions
• Lead grievance handling, speak-out case closures, and special HR projects execution

Role Responsibilities:

• Collaborate with HR, IT, and Finance to improve call resolution quality
• Supervise inbound/outbound query handling and ensure SLA adherence
• Analyze employee sentiment and attrition trends from grievance data
• Present key insights and action plans to HR leadership and internal stakeholders