Senior Executive-Customer Care Non-Voice-Back-End/Non Voice Transaction Processing Complex

Key Responsibilities: Recruitment Support

• Liaise with various program hiring teams to identify and address recruitment needs (e.g., BGC requirements, staffing gaps, ramp-ups).
• Attend calibration sessions and meetings to align on hiring timelines, candidate profiles, and sourcing priorities.
• Track and report recruitment progress and escalate bottlenecks when necessary.

Coaching Compliance and Quality Monitoring

• Conduct regular spot checks on coaching sessions to ensure compliance and coaching quality.
• Review documentation and provide reports on coaching trends and opportunities for improvement.

Engagement Activities

• Actively participate in the planning, organization, and execution of employee engagement activities.
• Collaborate with HR and site engagement teams to increase participation and enhance employee experience.
• Measure and report on engagement metrics and post-event insights.

Pay Disputes Management

• Oversee the pay dispute process from escalation to resolution.
• Work closely with Payroll, HR, and Operations to ensure timely investigation and closure of cases.
• Maintain proper documentation and track all cases for accountability and follow-through.

Creative and Communication Support

• Develop creative materials including graphics, advertisements, newsletters, and presentations for recruitment, engagement, and attrition-related initiatives.
• Create visually engaging content for reports, updates, and internal communications.

Client Visit Management

• Coordinate logistics and act as primary liaison for client visits, ensuring professional representation and smooth execution of all related activities.

Corporate Social Responsibility (CSR)

• Lead the planning, coordination, and execution of CSR activities within L&A.
• Partner with site engagement leads and volunteers to support company-wide CSR goals and initiatives.

Attrition Management

• Conduct exit interviews for resigning employees and document their feedback accurately.
• Analyze exit interview data to identify key trends, patterns, and root causes of attrition.
• Prepare summary reports and recommendations for leadership to support retention strategies and continuous improvement efforts.

Qualifications:

• Strong proficiency in MS Office (Excel, PowerPoint, Outlook); experience with design tools (Canva, PowerPoint, Photoshop) is an advantage.
• Excellent communication, coordination, and presentation skills.
• High attention to detail, creativity, and ability to handle multiple priorities in a fast-paced environment.

Key Competencies:

• Reliability and Accountability – Consistently delivers quality outputs on time with minimal supervision.
• Flexibility and Adaptability – Thrives in a dynamic environment and manages shifting priorities effectively.
• Creativity and Innovation – Produces engaging visual content and fresh ideas to enhance engagement and communication.
• Organization and Planning – Strong ability to manage multiple projects, timelines, and stakeholders.
• Collaboration and Stakeholder Management – Builds productive working relationships across teams and departments.
• Communication and Presentation Skills – Articulates information clearly and confidently in both written and verbal form.
• Composure Under Pressure – Maintains professionalism and focus even under tight deadlines and competing demands.