Executive - People Services Advisor

A Frontline HR Query Management Executive who should handle end-to-end HR queries across the entire employee lifecycle in a global company. 

Experience: 3–5 years in HR operations, employee support, or shared services

A) Employee Support & Query Resolution

• First point of contact for employees regarding all HR-related queries.

• Ensures prompt and accurate responses within SLA timelines.

• Uses a ticketing system to log, track, and resolve cases efficiently.

B) HR Policy & Compliance Guidance

•Provides guidance on global and local HR policies, ensuring compliance. 

• Advises on benefits, payroll, and taxation regulations across different geographies.

C) HR Systems & Self-Service Enablement

• Supports employees in navigating HR tech platforms (HRIS, self-service portals, etc.).

•Trains employees and managers on new system features or process changes.

D) Case Escalation & Resolution Management

•Escalates complex queries to specialized HR teams (e.g., Payroll, Employee Relations).

• Follows up on escalated cases to ensure closure and resolution.

E) Employee Experience & Insights

• Analyzes query trends to identify recurring issues and recommend process improvements.

• Collaborates with HR leadership to enhance employee experience.

Key Competencies & Skills

A. Functional Skills

• HR Knowledge – Strong understanding of policies, payroll, benefits, and compliance.
• HR Systems Proficiency – Familiarity with HRMS platforms
• Query Management – Ability to handle multiple queries and meet resolution SLAs.
• Documentation & Compliance – Maintains records of HR interactions, ensuring audit readiness.

B. Soft Skills & Behavioral Traits

• Empathy & Employee-Centric Approach – Engages employees with a problem-solving mindset.
• Communication & Multilingual Ability – Articulates responses clearly in different languages (if needed).
• Time Management & Prioritization – Balances high query volumes with efficiency.

• Attention to Detail – Ensures accuracy in responses and process adherence.
• Cultural Sensitivity – Understands regional nuances in HR policies and employee expectations.

Key Metrics for Success

• First-Response Time: Queries acknowledged within 4–6 hours
• Resolution Time: 90% of cases closed within 48–72 hours
• Employee Satisfaction Score: Maintains 85%+ satisfaction rating
• Knowledge Base Utilization: 50% of employees use self-service options post-training