SME - HR Operations

JLL empowers you to shape a brighter way.  Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   About JLLFor over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with annual revenue of $23.4 billion and operations in over 80 countries around the world, our more than 112,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit What this job involves: Work effectively across a variety of communication channels (Case, Emails, MS Team) with a strong focus on creating a positive customer experience.Demonstrate high proficiency in HR processes and standard operating procedures.Resolve Tier 1 and Tier 2 queries and transactions related to core HR business processes.Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as outlined in SOPs and operational framework.Following first time right approach in providing accurate resolution and reducing re-opening of casesCommunicate 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 LeadTake Ownership of deliverables and propose action plan to Team LeadOwn Quality Check process on the Key/Critical HR transactions processed by team as defined in the Quality framework.Conduct root cause analysis for key issues, supported by CRM platform, advising management of trends or patterns.Actively participate client calls with the process partners on a regular basis and ensures required documentation.Accountable to Create/Update/Review Process Maps and SOPs of related HR processes and work closely with team and Content Owners to ensure all documents are up to dateManage team workload and allocate resources to meet departmental objectivesCollaborate with cross-functional teams to deliver projects and initiatives on timeImplement team processes and workflows to improve efficiency and productivityFoster an inclusive team culture that encourages innovation and collaborationMaintaining data on Location Creation, Data Correction, transaction rescinds and System Security requests etc. in Workday.Demonstrate high proficiency in HR processes and standard operating procedures with ability to resolve complex queries.Working with and assisting global employee/HR users from APAC, EMEA & AMR.Manage Global compensation audits and reports.Communicate and distribute processes, policies, and other relevant documentation to employees, needed to resolve the query/issue.Managing semi-functional issues in Workday and EIB Validations and Mass uploads.Manage One-time payments bulk uploads and comp requests.Managing & Coordinating queries on Case management tool Service now effectively.Assist SME/Sr. SME with building and maintenance of a Knowledgebase for Case Management.Active participation on any new transitions and documents creation.Managing semi-functional issues in Workday and act as a bridge between Tier 1 & Tier 2 technical teams.Update/Review SOP's and Process Maps on a regular basis based on new inputs/changes/updates in any of the existing processesQuality Check on the Key/Critical transactions processed by team as defined in the Quality framework.Ability to identify and escalate complex queries to appropriate stakeholdersAdhere to agreed KPIs, KRAs, SLAs and customer service standardsManaging client calls with the Global process partners on a regular basis and ensures required documentationKey SkillsStrong communication and interpersonal skillsProblem-solving aptitude and ability to make decisionsCommitment to continuous learning and professional developmentVery Good understanding of HR Service practices, processes, and procedures"Above-and-beyond" customer service mindsetSecurity focus with dealing with sensitive HR data.Excellent written and verbal communication skills is a must.Knowledge of Case Management tool (Service-now) an added advantageKnowledge on 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 field6+ years of experience in HR client services role preferred.Sound like you. In this role, your key responsibilities will include:   Excellent Customer service skills using efficient processesHighly Employee and Customer centric Highly Organized and Self-disciplinedAbility to work in a fast-paced environment with constant & tight deadlines.Ability to adapt and drive change to derive efficiencies/productivity Result oriented with the ability to manage competing priorities and multiple stakeholders.Proactive in achieving results with great attention to details. Excellent teamwork interaction and orientation     What we can do for you:  At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.Location: On-site –Gurugram, HRScheduled Weekly Hours: 40Job Tags:JBSIf this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements.  We're interested in getting to know you and what you bring to the tableJLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.