Manager - HR Helpdesk

5 days ago

Delhi Jaipur Mohali NCR, India Teleperformance (TP) Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Maximize Your Impact with TP

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable 10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

This role is responsible for managing the HR Helpdesk function, ensuring timely and accurate resolution of employee queries, managing escalations, and driving continuous improvement in people centric service delivery.

This role acts as a central point of contact for HR-related inquiries and collaborates with cross-functional teams to uphold employee satisfaction and compliance.

Key Responsibilities:

  • Manage day-to-day operations of the HR Helpdesk team, including staffing, scheduling, and performance management.
  • Ensure SLAs and KPIs are met for query resolution, ticket closures, and employee satisfaction.
  • Maintain a high level of empathy in all employee interactions.
  • Handle escalated issues and ensure timely closure with appropriate documentation.
  • Identify gaps in service delivery and suggest process improvements.
  • Ensure adherence to HR policies, labor laws, and data privacy regulations.
  • Liaise with HR Business Partners, Payroll, Benefits, and Compliance teams to resolve complex issues.
  • Provide feedback to internal teams based on employee interactions and recurring issues.

Qualifications:

  • Bachelor's degree in human resources, Business Administration, or related field.
  • 7-12 years of experience in HR operations or helpdesk management.
  • Strong understanding of HR processes, systems (e.g., Workday, SAP), and compliance frameworks.
  • Excellent communication, problem-solving, and interpersonal skills.
  • Experience in managing teams and driving performance through metrics.
  • Ability to handle confidential information with discretion.

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

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