Skills this job asks for
ServiceNowTriageComplianceAuditStakeholder managementLeadershipProject management
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About the role
Job Description Summary
Lead the end-to-end Field Inquiry System (FIS) and People Placement capabilities, ensuring effective field support, timely issue resolution, efficient workforce placement, and strong operational governance.
Job Description
Lead - FIS & People Placement
Location – Hyderabad #LI Hybrid
Major Responsibilities
1. FIS Operations
• Lead end-to-end FIS/ServiceNow operations, ensuring effective triage, routing, resolution, and closure of field inquiries within agreed SLAs.
• Strengthen service quality, knowledge management, root-cause analysis, and resolution of recurring field issues
2. People Placement & Vacancy Management
• Lead People Placement and vacancy-management processes to enable timely and effective field coverage in partnership with business teams.
• Establish scalable mechanisms to identify and manage vacancies, temporary coverage, LOA, training periods, and other placement needs.
3. Governance & Controls
• Establish robust governance, SOPs, quality controls, documentation, and clear ownership across FIS and People Placement.
• Ensure process compliance, audit readiness, SLA adherence, and proactive management of operational risks and exceptions
4. Stakeholder Management
• Serve as the key SME and escalation point, partnering with field leadership, business teams, and global/cross-functional stakeholders.
• Drive alignment across teams to resolve complex inquiries, placement requirements, and field coverage challenges.
5. Operational Excellence & Automation
• Drive simplification, standardization, and automation across FIS, vacancy identification, and People Placement workflows.
• Leverage operational insights and technology to reduce manual effort, improve turnaround time, and enhance stakeholder experience.
6. People & Capability Leadership
• Lead, coach, and develop the team, building strong functional, analytical, and problem-solving capabilities.
• Strengthen cross-training, succession, knowledge sharing, and backup coverage to ensure business continuity.
Skills Desired
Analytical Thinking, Brand Awareness, Business Analytics, Change Agility, Cross-Functional Collaboration, Digital Marketing, Marketing Strategies, Media Campaigns, Project Management, Project Planning, Sales, Stakeholder Engagement, Stakeholder Management, Waterfall Model
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Hyderabad (Office)