Job
Description
Role Overview: At JLL, you will work effectively across a variety of communication channels (Case, Emails, MS Team) with a strong focus on creating a positive customer experience. Your role will involve demonstrating high proficiency in HR processes and standard operating procedures, resolving Tier 1 and Tier 2 queries and transactions related to core HR business processes, and ensuring quality responses to all queries and complaints. Key Responsibilities: - Resolve Tier 1 and Tier 2 queries and transactions related to core HR business processes - Maintain and adhere to quality standards as outlined in SOPs and operational framework - Provide accurate resolution and reduce re-opening of cases by following a first-time-right approach - Communicate and direct employees to appropriate documentations or procedures needed to resolve the query/issue - Handle escalations from process partners, HRs, and provide RCA to Team Lead - Propose action plans to Team Lead and take ownership of deliverables - Own Quality Check process on the Key/Critical HR transactions processed by the team - Conduct root cause analysis for key issues and advise management of trends or patterns - Collaborate with cross-functional teams to deliver projects and initiatives on time - Implement team processes and workflows to improve efficiency and productivity - Manage team workload and allocate resources to meet departmental objectives - Foster an inclusive team culture that encourages innovation and collaboration - Maintain data on Location Creation, Data Correction, transaction rescinds, and System Security requests in Workday - Manage Global compensation audits and reports - Assist with building and maintenance of a Knowledgebase for Case Management - Act as a bridge between Tier 1 & Tier 2 technical teams - Update/Review SOPs and Process Maps based on new inputs/changes/updates - Identify and escalate complex queries to appropriate stakeholders - Adhere to agreed KPIs, KRAs, SLAs, and customer service standards Qualifications Required: - Strong communication and interpersonal skills - Problem-solving aptitude and ability to make decisions - Commitment to continuous learning and professional development - Very Good understanding of HR Service practices, processes, and procedures - Above-and-beyond customer service mindset - Security focus with dealing with sensitive HR data - Excellent written and verbal communication skills - Knowledge of Case Management tool (Service-now) is an added advantage - Knowledge of MS Office Suite skills (Word, Excel, Outlook) - Previous experience with any (Workday/Success-factor) HR system/platform/technology is preferred - Bachelor's or master's degree in human resources or related field - 6+ years of experience in HR client services role preferred Additional Company Details: JLL, a leading professional services and investment management firm specializing in real estate, operates in over 80 countries with a workforce of over 102,000 individuals. JLL is committed to shaping the future of real estate for a better world and driving sustainability and corporate social responsibility. The company values teamwork, ethics, and excellence, and is dedicated to creating a diverse and inclusive culture where all individuals feel welcomed, valued, and empowered. Role Overview: At JLL, you will work effectively across a variety of communication channels (Case, Emails, MS Team) with a strong focus on creating a positive customer experience. Your role will involve demonstrating high proficiency in HR processes and standard operating procedures, resolving Tier 1 and Tier 2 queries and transactions related to core HR business processes, and ensuring quality responses to all queries and complaints. Key Responsibilities: - Resolve Tier 1 and Tier 2 queries and transactions related to core HR business processes - Maintain and adhere to quality standards as outlined in SOPs and operational framework - Provide accurate resolution and reduce re-opening of cases by following a first-time-right approach - Communicate and direct employees to appropriate documentations or procedures needed to resolve the query/issue - Handle escalations from process partners, HRs, and provide RCA to Team Lead - Propose action plans to Team Lead and take ownership of deliverables - Own Quality Check process on the Key/Critical HR transactions processed by the team - Conduct root cause analysis for key issues and advise management of trends or patterns - Collaborate with cross-functional teams to deliver projects and initiatives on time - Implement team processes and workflows to improve efficiency and productivity - Manage team workload and allocate resources to meet departmental objectives - Foster an inclusive team culture that encourages innovation and collaboration - Maintain data on Location Creation, Data Correction, transaction rescinds, and System Security requests in Workday - Manage Global compensation audits and reports - Assist with bui
