Assistant Manager - EIM WFA

Darwinbox Digital Solutions Pvt. Ltd.; India; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Darwinbox Digital Solutions Pvt. Ltd. is seeking an WFA Assistant Manager to ensure WFA analysts complete tasks accurately, on time and in compliance with policies.

You will support analysts, report performance, and collaborate with the Manager/Director to improve HR and payroll processes across the service group. You will drive process reviews, educate staff on new procedures, handle escalations, and deliver data requests.

Qualifications

• Knowledge of HR concepts and terminology.
• Service and Quality Excellence: deliver exceptional care.
• Apply Agile methodologies and continuous improvement practices.
• Apply AI and emerging technologies to improve processes and insights.
• Strong analytical and problem-solving skills.
• Clear written and verbal communication.

Responsibilities

• Perform quality assurance checks on employee transactions.
• Assist manager with staffing levels for the department.
• Review and analyze team metrics to improve service center operations.
• Coach, mentor and develop staff, including onboarding and career planning.
• Lead staff through performance management and development processes.
• Oversee special projects and other duties as needed.

Skills

HR concepts & terminology

Quality & customer service

Agile & process improvement

AI & analytics awareness

Communication skills

Education

5+ years of experience in relevant work

1+ year of experience in management

Job description

The WFA Assistant Manager is responsible for ensuring WFA Analysts tasks (e.g., transactional items, uploads, etc.) are completed in an accurate , timely , and efficient manner and in full compliance with all legislative requirements and company policies. The Assistant Manager will provide support to the WFA analysts as needed and work under direction from the Manager to ensure HR service delivery is consistently high-quality while also improving advanced HR and payroll activities . The Assistant Manager will collaborate with the Manager and Director in continuous process review of work streams, educate staff on new processes, triage escalations from stakeholders, and deliver data requests as necessary. Under direction of the manager, the Assistant Manager will also drive and/or assist with key projects across the service group . The role delivers service to staff, HR, employees, and other leaders across the organization; resolves escalated issues and ensures compliance with HR policies, service level agreements, and established procedures.

Responsibilities:

Performance Reporting & Insights

• Perform quality assurance checks on employee transactions
• Assist manager with staffing levels for the department
• Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees.
• Review and analyze team metrics on an ongoing basis to help continuously improve service center operations
• Provide oversight and direction to employees in accordance with the organization's policies and procedures
• Coach, mentor and develop staff, to include overseeing new employee onboarding and providing career development planning and opportunities.
• Lead staff using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
• Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email , and regular interpersonal communication.
• Provide excellent customer service by responding to online inquiries from employees and managers at all levels and resolve questions/issues by accessing information in multiple systems on the computer.
• Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed.
• Oversee special projects and other duties as needed .

Operational Support & Process Improvement

• Applies Agile methodologies and continuous process improvement practices, including Lean, Six Sigma, and other frameworks, to evaluate workflows, identify inefficiencies and root causes, prioritize opportunities, and implement sustainable process and service delivery improvements.
• Leverages advanced analytics (e.g., predictive modeling, machine learning, data mining, prescriptive analysis, visualization), artificial intelligence (AI), and emerging technologies to forecast trends, generate actionable insights, automate and streamline processes, expand self-service capabilities, and identify innovative solutions that enhance the employee, candidate, and HR user experience .
• Map current workflows, document procedures, and recommend improvements that reduce manual effort and improve cycle time, quality, or service.
• Track operational action items, follow through on open issues, and coordinate with stakeholders to ensure timely completion of deliverables.
• Support implementation of new tools, reporting enhancements, process controls, or business initiatives through testing, documentation, and adoption activities.

Cross-Functional Partnership

• P artner with Staff, COE’s, ITG, Talent Acquisition, HRIS, HR Business Partners, Managers, Employees, and other HROC Service Group leaders.

Data Quality, Governance & Compliance

• W illutilize GHR, Lawson, ATS, LMP, Case Management, Outlook Mailboxes and a dhere to internal policies, confidentiality standards, and documentation requirements while handling business information and sensitive data.

Education & Experience:

Required

• 1+ year(s) of experience in management

Required

• 5 + year(s) of experience in relevant work

Must Have Skills

• Knowledge of HR concepts and terminology
• Service and Quality Excellence: Ability to demonstrate an uncompromising commitment to delivering exceptional care to create an unmatched value proposition for our patients.
• Employs Effective Methods to Improve: Ability to apply Agile methodologies and continuous process improvement practices, including Lean, Six Sigma, and other improvement frameworks, to evaluate workflows, identify root causes and inefficiencies, prioritize opportunities, and implement sustainable improvements that enhance processes, operational performance, and service delivery.
• AI & Emerging Technology Innovator: Ability to apply artificial intelligence (AI) and emerging technologies to uncover insights, optimize and automate processes, enable self-service capabilities, and develop innovative solutions that improve operational effectiveness and the employee, candidate, and HR user experience.
• Advanced Analytics Designer and Interpreter: Ability to apply advanced analytics (e.g., predictive modeling, machine learning, data mining, prescriptive analysis, and data visualization) to uncover insights, identify trends and opportunities, inform decision-making, and drive improved business and operational outcomes.
• Honor our Mission and Values : Ability to build trust and act with authenticity to cultivate a culture of dignity and respect.
• Effective Decision Making : Ability to make timely , informed decisions that are in the best interest of our patients, employees, providers, community and HCA.
• Attain and Leverage Strategic Relationships : Ability to develop and strengthen collaborative relationships with both internal and external stakeholders to advance the care of our patients and the growth of HCA .
• Communicate with Impact : Ability to deliver information in a clear, concise, and compelling manner to effectively engage others and achieve desired results.
• Achieve Success through Change : Ability to identify opportunities for improvement and innovation, remove barriers and resistance, and enable desired behaviors .
• Technology and Media Integrator : Ability to use technology and social media to drive/create high performing organizations.
• Strong analytical and problem-solving skills, with the ability to translate data into practical business insights.
• Advanced proficiency in Excel and presentation tools; comfortable working with large data sets, pivots, lookups, and structured trackers.
• Strong written and verbal communication skills, including the ability to tailor updates for leadership and cross-functional audiences.
• Ability to organize work independently, manage multiple priorities, and follow through with a high level of accuracy and ownership.
• Proven stakeholder management skills and comfort working in a matrixed, cross-time-zone environment.

Nice to Have Skills

• Exposure to process improvement methodologies such as Lean, Six Sigma, or structured problem-solving frameworks.
• Prior experience in healthcare, global capability center operations, shared services, or a highly regulated environment.

Knowledge, Skills, Abilities, Behaviors:

• Demonstrates curiosity, business acumen, and sound judgment when assessing issues and recommending next steps.
• Shows attention to detail, ownership, and reliability in managing recurring deliverables and follow-up actions.
• Works collaboratively, builds trust with stakeholders, and remains responsive in a service-oriented environment.
• Communicates clearly, adapts to ambiguity, and remains organized while balancing multiple priorities.
• Handles confidential information appropriately and upholds ethical standards in day-to-day work.