HR Service Delivery Associate

Job Title:

HR Service Delivery Associate Employee and Labor Relations

Required Skills:

• Core Area:

  Employee Services Employee and Labor Relations

• Specialization:

  Query/Case Management, Leave of Absence Administration, Employee Relations

Qualifications:

• Any Graduation
  

• Experience:

  1 to 3 years (Minimum 3 years preferred for Leave of Absence experience)

About the Role:

The role focuses on improving workforce performance and productivity by providing comprehensive employee service support. You will handle queries, manage employee leave cases, ensure compliance with labor laws, and contribute to process improvement initiatives within HR operations.

Key Responsibilities:

• Process incoming requests received through email, contact center, or HR applications (e.g., ServiceNow, Workday).
  
• Handle employee queries and service requests related to Leave of Absence (LOA), payroll, and general HR support.
  
• Verify eligibility, track leave status, and provide support services to employees on leave.
  
• Manage and maintain confidential employee data, ensuring compliance with data security policies.
  
• Provide information, advice, and guidance to employees, managers, and HR partners on HR policies and regulations.
  
• Understand and apply relevant labor laws, including FMLA, HIPAA, and ADA.
  
• Maintain process documentation, workflows, and ensure SLA adherence.
  
• Identify and escalate potential issues or delays, taking remedial action when necessary.
  
• Generate and share reports with stakeholders (e.g., Payroll, Benefits Teams) within agreed timelines.
  
• Participate in process improvement and operational excellence initiatives.
  
• Ensure compliance with client and legal requirements related to HR practices and leave management.
  

Required Experience and Knowledge:

• Minimum 3 years of experience in

  Leave of Absence (LOA) administration

  .
• Hands-on experience with

  Workday

  and

  ServiceNow

  applications.
• Strong understanding of

  US regulations on LOA and accommodation

  .
• Prior experience handling policy discussion calls on

  FMLA, HIPAA, and ADA

  .
• Knowledge of HR processes, employee relations, and labor compliance.
  

Key Skills and Competencies:

• Strong

  written and verbal communication

  skills

• Analytical thinking

  and

  problem-solving

  ability

• Critical thinking

  and decision-making

• Multi-tasking

  and

  time management

• Team collaboration

  and

  result orientation

• Proficiency in MS Office

  (Excel, Word, Outlook)
• Ability to manage confidential and sensitive information professionally
  

Work Environment:

• Individual contributor role within a collaborative team setup.
  
• Requires flexibility to work in

  rotational shifts

  .
• Decisions primarily impact own work, with detailed instructions provided for new assignments.