HR Shared Services Associate – People Central
2 weeks ago
Bangalore
Shift Timings:
2:00 PM - 11:00 PM
Work mode:
Work from Office
The HR Shared Services Associate is a member of the Global Capability Center ‘s People Team and manages Tier 1 and Tier 2 HR service requests. This includes resolving associate and manager inquiries, requests, and issues related to HR services and policies. They act as a point of contact for associates and managers, aiding, guidance, and timely resolution of their service requests. The role focuses on ensuring associate and manager satisfaction and delivering high-quality customer service.
ESSENTIAL FUNCTIONS:
- Inquiries and Assistance: Utilizing the People Central system, receive and respond to associate and manager inquiries regarding HR services, policies, and procedures. Provide prompt and accurate information, guidance, and assistance to resolve issues or redirect inquiries to the appropriate resources.
- Service Request Management: Receive and process associate service requests, such as benefits enrollment, leave management, payroll inquiries, and policy clarifications. Ensure timely and accurate resolution or escalation of requests based on established procedures.
- Issue Resolution and Escalation: Investigate and address associate concerns or complaints related to HR services. Collaborate with HR partners and relevant stakeholders to resolve issues and provide appropriate solutions. Escalate more complex issues to appropriate HR business partner or other members of the HR Team.
- Data Entry and Documentation: Maintain accurate and up-to-date associate records and documentation related to service requests, inquiries, and issue resolutions. Enter data into HR systems (Dayforce HRIS) and maintain confidentiality and data integrity, to include new hire entry, position, manager and compensation changes, and process employment terminations.
- Service Level Agreement (SLA) Compliance: Adhere to established SLAs for service request resolution and response times. Ensure service quality and meet or exceed performance targets.
- Process Improvement: Identify opportunities to streamline service request processes, enhance efficiency, and improve the associate experience. Collaborate with HR teams to implement process improvements and leverage technology solutions where applicable.
- Communication and Training: Communicate updates, changes, and information related to HR services and policies to associates. Assist in developing and delivering training materials to enhance associate and manager self-service capabilities and promote understanding of HR processes. Assist with developing and maintaining resources on OneStop for HR (Sharepoint site).
- Customer Satisfaction: Strive to deliver exceptional customer service and maintain high levels of associate and manager satisfaction. Seek feedback from associates and managers, analyze trends, and recommend improvements to enhance the overall associate service experience.
- Other duties as requested.
KEY REQUIREMENTS:
- A bachelor's degree in Human Resources, Business Administration, or a related field is preferred. Relevant certifications or coursework in HR or customer service is advantageous.
- 2+ years of experience in a human resources role, preferably within an HR shared services environment. Strong customer service skills, including active listening, empathy, and problem-solving abilities.
- Solid understanding of HR services, policies, and procedures. Familiarity with HR processes related to benefits, leave management, payroll, associate data management, and policy administration.
- Excellent verbal and written communication skills. Ability to effectively communicate complex HR information in a clear and concise manner to associates at all levels.
- Ability to handle confidential information with discretion and professionalism.
- Proficiency in using HR systems, databases, and software applications. Experience with ticketing systems, HRIS (Dayforce), or associate self-service portals is beneficial.
- Strong attention to detail in data entry, documentation, and case management. Ability to ensure accuracy, confidentiality, and compliance with data protection regulations.
- Strong problem-solving skills and the ability to make informed decisions in a fast-paced environment. Effective prioritization and time management skills to handle multiple requests and meet deadlines.
- Ability to build rapport and work collaboratively with associates, HR partners, and cross-functional teams. Strong interpersonal and relationship-building skills.
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