Hr Operations Associate

Job Title: Senior Associate Firstpoint

Role Overview

The Senior Associate works closely with the Team Leader to support the effective day-to-day performance of the team. The role focuses on delivering an excellent customer experience, driving continuous improvement, and developing Advisors’ capability and confidence so they become subject-matter experts in their field.

The Senior Associate also provides specialist knowledge to support complex queries and system, process, or policy-related issues, acting as a key escalation and guidance point within the team.

Key Responsibilities

• Partner with the Team Leader to manage and improve team performance and service delivery
  
• Provide insights and operational support to ensure daily workloads are effectively managed
  
• Deliver a consistently high-quality customer experience across all interactions
  
• Generate and analyze weekly, monthly, and ad-hoc reports related to team performance, resourcing, and resolution activities
  
• Resolve complex queries relating to workfeed actions, enquiries, process applications, and offline requests
  
• Act as a subject-matter expert for systems, processes, and policy-related queries
  
• Work closely with the ticket and workfeed action distributor to monitor workload allocation and team capacity
  
• Track team performance against assigned workloads and share insights and recommendations with the Team Leader
  
• Manage workload distribution queries and provide guidance to ensure efficiency and fairness
  
• Perform backup and coverage activities during team member or leadership absences
  
• Provide policy advice, including interpretation and application, ensuring a consistent and compliant approach
  
• Coach and guide team members on queries, processes, and best practices to build confidence and capability
  
• Support continuous improvement initiatives to enhance service quality and operational efficiency
  

Required Skill Set & Experience

• Previous experience in an

  HR environment (desirable)

  and/or a

  customer service environment (essential)

• Strong proficiency in

  Microsoft Office applications

  , particularly

  Excel and Word

  , at an advanced level
• Experience using

  Workday

  (required)
• Experience with

  cloud-based HR systems

  ,

  EIC

  , or

  SAP HR applications

  (desirable)
• Excellent verbal and written communication skills in

  English

• Strong analytical skills with the ability to interpret data and generate meaningful insights
  
• Proven ability to coach, guide, and support team members
  
• Strong problem-solving skills with the ability to manage complex queries and escalations
  
• Ability to manage workloads effectively and work collaboratively in a team environment