Senior Specialist - People Shared Services - User Support

We are seeking a dedicated HR Operations Executive to join our team. The ideal candidate will have 2 to 5 years of experience in handling HR-related employee queries, primarily through email support. This role is crucial for ensuring smooth HR operations and providing excellent service to our employees.

Key Responsibilities:

• Email Support:

1. Respond to employee inquiries related to HR policies, procedures, and benefits via email in a timely and professional manner.
2. Maintain a high level of customer service and ensure employee satisfaction.
3. Champion and lead building/implementing ticketing to streamline the process.

• Query Management:

1. Track and manage HR-related queries, ensuring all issues are resolved efficiently.
2. Escalate complex queries to the appropriate HR team members when necessary and drive closure.

• Documentation:

1. Maintain accurate records of employee interactions and resolutions in the HR system.
2. Assist in the creation and updating of HR documentation, FAQs, and knowledge base articles.

• Collaboration:

1. Work closely with other HR teams (Total Rewards, Recruitment, Payroll, Learning & Development) to provide comprehensive support to employees.
2. Participate in HR projects and initiatives aimed at improving employee experience.

• Reporting:

1. Generate reports on common employee queries and feedback to identify trends and areas for improvement and share dashboards with HR team.
2. Provide insights to HR and HR Operations for process enhancements.

Qualifications:

• Bachelor s degree in human resources, Business Administration, or a related field would be preferred.
• 2 to 5 years of experience in HR operations or HR support roles working on email/chat/call support.
• Strong written communication skills with a focus on clarity and professionalism.
• Proficiency in HR software and Microsoft Office Suite.
• Ability to handle sensitive information with confidentiality and integrity.
• Excellent problem-solving skills and attention to detail.

Skills:

• Strong interpersonal skills and the ability to work collaboratively in a team environment.
• Ability to manage multiple tasks and prioritize effectively.
• Familiarity with Indian labour laws and HR best practices is a plus.