Hr Direct Associate

Position Title HR Associate Function Group HR Country India Location Mumbai Job Band Pay Grade Experienced Support PG - 35 Job Type Full time Role Reports to Team Lead - HR Direct Geographical Scope Global Percentage of travel required 0 Shifts 6 30 PM to 3 30 AM Job Overview The HR Direct Representative delivers accurate high-quality personalized customer service to employees managers and HR professionals This role involves responding to inquiries and transaction requests via phone chat and employee portal G Me utilizing a case management system ServiceNow to resolve issues related to payroll benefits policies and general HR matters The role also contributes to process improvement and optimization Main Responsibilities 85 of Time Responding to Inquiries Processing Transactions Receives and responds to employee inquiries via phone chat and the employee portal G Me utilizing a case management system ServiceNow to document and provide resolution Provides guidance to employees managers and HR on self-service features of G Me and the HCM system Workday Processes inbound requests regarding personnel administration payroll benefits and Workday transactions accurately and efficiently Works closely with functional departments Benefits Payroll HR to ensure process efficiency and information accuracy adhering to local regulatory requirements Coaches employees and managers through self-service transactions Determines when escalation to functional specialists is appropriate Ensures timely and professional responses to all inquiries documenting all information in the Case Management System Builds empathy with the customer understanding their needs through active listening Ensures decisions and recommendations provide the best customer experience while delivering business value Pivots quickly to refine recommendations and processes based on customer feedback and data insights Translates technical concepts into easily understandable language Research and Customer Follow-Up Performs background research to resolve complex requests communicating with GMI functional specialists and outside vendors as needed Demonstrates an end-to-end mindset balancing trade-offs to resolve inquiries effectively Asks relevant questions challenges assumptions and identifies opportunities for standardization and improvement to enhance the employee experience Process Policy and System Improvements Identifies reports and troubleshoots system or process issues affecting customer satisfaction Suggests and implements improvements to processes procedures and technologies to enhance service and departmental effectiveness Recommends enhancements to G Me or other employee communication tools to improve self-service capabilities Applies a right work right way approach considering technological solutions for efficient service delivery Adhere to Service Level Agreements Customer Service Score Call Quality Assurance Score Response time of 24 hours SLA Breach Minimum Ring on and No Answer RONA Turn Around Time of 3 Days Any other SLAs laid down from time to time 15 of Time Letter Generation 1 Creates templatized letters for regions Attestations Bonafides Service Letters etc 2 Coordinates with stakeholders for letter completion 3 Saves drafts and maintains a letter tracker Education and Experience Minimum Degree Requirements Bachelors Preferred Degree Requirements Bachelors Preferred Major Area of Study Any Graduate degree Required Professional Certifications Preferred Professional Certifications Minimum years of related experience required 1-2 years in managing query Preferred years of related experience 2-3 years in managing query Specific Job Experience or Skills Needed Example -Demonstrated inventory management customer service and production forecasting skills -Can prioritize and complete multiple tasks on tight deadlines Exceptional Customer Service and Customer-first mindset Demonstrates patience empathy and understanding of employee perspectives Excellent interpersonal skills with tact and diplomacy in verbal and written communication Ability to type while interacting with customers to document interactions in real-time Familiarity with Microsoft Office products especially Excel Ability to work both independently and as part of a team Flexibility to handle changing work demands and manage priorities Strong organizational and time management skills Strong attention to detail with the ability to handle detailed time-sensitive work Excellent decision-making and problem-solving skills High integrity sound judgment and discretion regarding confidential information Highly self-motivated and proactive Strong analytical quantitative and critical thinking skills Technology Knowledge Preferred 1 Workday 2 Service Now 3 iCIMs 4 Cornerstone Competencies Behaviors required for job Example -Energizes and develops people -Anticipates market trends that will impact competitive advantage 1 Credible Influence - Is friendly approachable to different audiences Utilizes effective listening skills 2 Navigates the organization - Knows how the organization works its structure processes systems culture and cross-boundary relationships Designs manages implements and adapts as appropriate key HR processes to improve organizational performance