What this job involves:

• Ability to support and resolve Tier 1 and Tier 2 queries and requirements, following set processes, protocols and utilizing knowledgebase articles to provide support.
• Work effectively across a variety of communication channels (Case, Emails, MS Team) with a strong focus on creating a positive customer experience.
• Demonstrate high proficiency in HR processes and standard operating procedures
• Resolve Tier 1 and Tier 2 queries and transactions related to core HR business processes
• Review, Analyze, and Escalate complex queries to appropriate groups (inside or outside of HR)
• Managing urgent and quick data updates in Workday pertaining to employee life-cycle/onboarding to off-boarding.
• Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as outlined in SOPs and operational framework.
• Following first time right approach in providing accurate resolution and reducing re-opening of cases
• Communicate and direct employees to appropriate documentations or procedures needed to resolve the query/ issue.
• Handle escalations from process partners, HRs and provide RCA plan from Team Lead to Manager
• Take Ownership of deliverables and propose action plan to Team Lead
• Own Quality Check process on the Key/Critical HR transactions processed by team as defined in the Quality framework.
• Conduct root cause analysis for key issues, supported by CRM platform, advising management of trends or patterns.
• Building and Maintenance of a Knowledgebase for Query Management and Chat
• Actively participate client calls with the process partners on a regular basis and ensures required documentation.
• Accountable to Create/Update/Review Process Maps and SOPs of related HR processes and work closely with team and Content Owners to ensure all documents are up to date.
• Ability to challenge the status quo and implement process improvements to enhance the end user and HR partner experience.

Key Skills

• Very Good understanding of HR Service practices, processes, and procedures
• “Above-and-beyond” customer service mindset
• Security focus with dealing with sensitive HR data.
• Excellent written and verbal communication skills is a must.
• Knowledge of Case Management tool (Service-now/Siebel) an added advantage
• Knowledge on MS Office Suite skills (Word, Excel, Outlook)
• Previous experience with any (Workday/Success-factor) HR system/platform/technology is preferred.
• Bachelor’s or master’s degree in human resources or related field
• 6+ years of experience in HR client services role preferred.

Sound like you? In this role, your key responsibilities will include:

• Excellent Customer service skills using efficient processes
• Highly Employee and Customer centric
• Highly Organized and Self-disciplined
• Ability to work in a fast-paced environment with constant & tight deadlines.
• Ability to adapt and drive change to derive efficiencies/productivity.
• Result oriented with the ability to manage competing priorities and multiple stakeholders.
• Proactive in achieving results with great attention to details.
• Excellent teamwork interaction and orientation

Location:

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If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

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