Assoc Mgr People Solutions

Associate Manager – People Solutions

end-to-end Employee Lifecycle (ELC)

employee query management

US, EMEA and APAC regions

Key Responsibilities

Global Operations & Service Delivery

• Manage the end-to-end employee case management process , ensuring timely and accurate resolution of HR queries within defined SLAs and quality parameters.
• Supervise and support the HRSS team in handling employee inquiries related to policies, benefits, payroll, onboarding, time off, and other HR topics through the case management system .
• Act as the point of escalation for complex or sensitive cases requiring advanced policy interpretation or coordination with HR COEs.
• Analyze case trends and employee feedback to identify recurring issues and propose process improvements or knowledge base updates.
• Drive the Knowledge Management process, ensuring accurate and updated FAQs, process guides, and self-service resources are available to employees.
• Maintain strong governance around data integrity, audit compliance, and confidentiality.
• Support internal and external audits through documentation and data validation.
• Collaborate with global HR partners to standardize and optimize HRSS processes.
• Contribute to HR transformation initiatives and automation opportunities to enhance scalability and service excellence.
  

People & Stakeholder Management

• Lead, coach, and develop a team of HRSS professionals managing operations and case handling across time zones.
• Conduct regular team reviews to ensure adherence to processes, quality, and productivity standards.
• Build strong relationships with internal stakeholders including HRBPs, COEs, and Regional HR Leaders, ensuring alignment with business needs.
• Provide insights and recommendations to leadership on trends, challenges, and opportunities in HR operations.
  

Qualifications & Experience

• Education: Master’s degree in Human Resources, Business Administration, or a related field.
• Experience: 6–9 years in HR Shared Services or Global HR Operations, with at least 2 years in a leadership/supervisory capacity.
• Proven experience managing employee case management systems (ServiceNow, Salesforce HR Helpdesk, etc.) and multi-region operations (US & APAC preferred).
• Strong understanding of HR policies, compliance, and employee lifecycle management.
• Excellent communication, analytical, and stakeholder management skills.
• Demonstrated ability to lead teams across geographies and time zones.