People Services Coordinator

**Company Description**
Ivy is a global, cutting-edge software and support services provider, partnering with one of the world’s biggest online gaming and entertainment groups. Founded in 2001, we’ve grown from a small tech company in Hyderabad to one creating innovative software solutions used by millions of consumers around the world, with billions of transactions taking place to head even some of the biggest technology giants. Focused on quality at scale, we deliver excellence to our customers day in and day out, with everyone working together to make what sometimes feels impossible, possible.
- This means that not only do you get to work for a dynamic organization delivering pioneering technology, gaming and business solutions, you can also have an exciting and entertaining career. At Ivy, Bright Minds Shine Brighter.

**Job Description** Purpose of Role**

As part of our established Global People Services and Operations team, we are committed to delivering a seamless and positive employee experience throughout the entire employee lifecycle. Our focus is on developing efficient, streamlined people processes and systems while leveraging technology to its full potential.

In this role, you will work closely with our dynamic People Services and Operations team, as well as the broader People function, to support both the business and employees. Your key responsibility will be to ensure the timely and accurate execution of Tier 2 people tasks and processes.

You will provide high-quality query support and people services to employees and managers across the employee lifecycle. This includes offering expert advice and guidance through our case management system, the People Hub. Your ability to deliver exceptional support will be instrumental in maintaining a positive employee experience.

**Key Responsibilities**
- Handle Tier 2 cases as defined by the service inventory, ensuring timely and accurate resolutions in line with service-level agreements
- Collaborate with Tier 1 (first-line support) and Tier 3 (specialist or escalation teams) to provide seamless case resolution and ensure proper case flow between different levels
- Provide expert guidance on more complex people queries and processes, guiding Tier 1 teams where necessary and escalating to Tier 3 when issues require deeper expertise
- Coordinate with local EUS, Workplace, Payroll, and other relevant teams to ensure cohesive service delivery and issue resolution
- Maintain service excellence by resolving all cases to a high standard, following internal policies and processes, while meeting or exceeding key performance indicators
- Utilize the HR case management system to track and document all case activities, ensuring data accuracy and transparency
- Ensure compliance with company policies, local labor laws, and standards while handling cases
- Identify opportunities for improving people processes and service delivery, providing feedback to enhance efficiency and the employee experience
- Act as a liaison between different levels of HR support, ensuring smooth communication and coordination between Tier 1, Tier 2, and Tier 3 teams
- Promote the use of self-service tools and resources by employees and managers, providing coaching on how to effectively use these tools
- Assist with Service Rehearsal Testing (SRT) and User Acceptance Testing (UAT) for HR systems as needed, ensuring smooth system functionality
- Escalate complex or unresolved issues to Tier 3 or other relevant teams, ensuring thorough follow-up and resolution

**Qualifications** Specialist skills and experience**
- Proven experience in HR operations or people services, ideally in a Tier 2 or similar role, handling complex HR queries and processes
- Strong knowledge of local employment laws and regulations, with the ability to ensure compliance in all people-related matters
- Experience using HR case management systems (e.g., ServiceNow, Oracle HCM) for tracking and resolving employee cases
- Familiarity with HRIS (Human Resources Information Systems) and experience with system testing, such as Service Rehearsal Testing (SRT) and User Acceptance Testing (UAT)
- Excellent communication skills, both written and verbal, with the ability to provide clear guidance and support to employees and managers
- Strong problem-solving abilities and a proactive approach to resolving complex employee issues and HR challenges
- Collaborative team player, able to work effectively with Tier 1 and Tier 3 teams, as well as other departments (e.g., Payroll, Legal, IT)
- Attention to detail and strong organizational skills, ensuring accuracy in documentation and case management
- Ability to manage multiple cases simultaneously, prioritize tasks, and work in a fast-paced environment while maintaining service-level agreements
- Knowledge of process improvement methodologies and experience in identifying areas for operational enhancements within people services
- Proficient in Microsoft Office Suite and other