PE / SPE/ SME

Unit:

• Respond to employee inquiries and transactional services over call, & ticket with excellent communication skills.
• Support managers and employees with policy and navigation inquiries, transactions such as employee personal data changes, job data changes, promotions, demotions, salary changes, performance management, learning, severance, payroll and tax inquiries, exit / termination and leave of absence on Workday.
• Create/ refer to Standard Operating Procedures (SOPs) and Detailed Task Procedures (DTPs)

for completing employee transactions.

• Meet SLAs for timeliness and quality in handling queries.
• Be adept in the HR helpdesk environment.
• Work with onshore partners to get trained on all queries received from employees.
• Follow compliance and quality guidelines to ensure correct information is provided for all queries.
• Transfer to relevant leads or onshore counterparts for all Tier 2 transactions as per the defined process.
• Escalate high-priority cases for immediate intervention.
• Create a repository for all out-of-scope queries and get trained to shift left these into Tier 1.

Knowledge, Skills and Abilities

• Thorough understanding of core HR principles, practices and procedures including leave requirements and other legal protections afforded by the FMLA, ADA and other applicable laws
• Experience in HR Helpdesk role, delivering services, preferably HR and from a shared service center environment. (SME 5+ years SPE 3+ years, PE 1 year)
• Passion for delivering great employee experience,be energetic and drive and efficiently manage resolution of every employee query.
• Fluent in English, Ability to Speak fluently in Spanish(SME)
• Experience working with Workday and workflow systems (Workday Helpcase, Dovetail)
• Strong problem-solving skills, ability to manage conflict and attention to detail
• Open to work in US shifts
• Proficiency using PC-based applications (such as Microsoft Excel, PowerPoint, Word)
• Strong customer service orientation
• Experience with case management
• Demonstrated experience with HRIS systems
• Ability to think critically, with excellent analytical and organizational skills
• Ability to work independently and know when to ask for help when needed, with experience in a work from home environment
• Communicate with solid written and verbal communication skills.
• Demonstrated problem-solving & documentation skills

Education and work experience requirements

• Graduate or MBA in Human Resources or equivalent
• With overall 1-5 years of work experience in HR Helpdesk.

Valid PAN Number - _____________________(Why PAN Required > Mandatory to Process Candidature & Find Duplicity in Internal PAN Validation Process and also to initiate a screening call.

Reach me @

Sonali Chattopadhyay I Associate People Success