People Query Advisor

Job ID:43090

Location:Mumbai: Solitaire Corporate Park 

Position Category:Human Resources

Position Type:Employee Fixed Term

What do we do?

We help our clients negotiate a rapidly changing world, by working with them to manage and mitigate the risks they face. We specialize in management systems compliance & expert advice across a broad spectrum of standards, schemes & business improvement services to include customized training & assurance. In Inspection Services, we certify safety critical industrial equipment according to recognized codes, standards & regulations. We also partner with companies to provide tailored high-quality inspection services throughout their manufacturing supply chains, making sure equipment is built safely & to their requirements. Our award-winning Cyber Security Business Nettitude, helps clients manage their risks against a backdrop of new threats emerging every day, we focus on the threat in the cyber landscape and provide tailored solutions so that our clients can manage their risks effectively. Our independence means we provide reliable, impartial and informed advice. All of this helps us stand by the purpose that drives us every single day; shaping a better future together.

LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

Role purpose:

People Query Advisors are the first point of contact for incoming People queries that could not be resolved via self-service. They will handle all queries through a case management tool, responding to many routine requests for information and advice and referring more complex cases to a HR Operations in country or to relevant specialist in COE. They also provide transactional / administration support along with reporting capability to enable the wider People Services.

Key Responsibilities:

• Serve as first point-of-contact for People queries from line managers and colleagues - providing accurate and timely information, advice and interpretation of country and area level HR policies, processes and issues.
• Where required, conduct research to find answers to questions, in liaison with People COEs and in-country People teams to resolve People queries and where necessary other teams throughout LRQA.
• Escalate complex queries which require either detailed local knowledge/presence or on-going support, which relate to HR Specialisms (ie Resourcing, L&D, Rewards, Global Mobility) refer to the People Operations in country, COE or People SSC Lead for support.
• Perform transactional / administrative services in support of People processes and customers to agreed standards for example, on-boarding of new staff, leaver administration, employee data and document management, HR system management, etc…
• Provide dashboards, logs and reports containing data and analytics to Country HR, COE and HRBPs for further analysis.
• Contribute to continuous improvements to HR systems, process and policies.
• Keep case management system up to date with all actions and ensure cases are closed out in a timely manner.
• Maintain excellent customer service delivery. Manage own workload and priorities tasks to ensure SLAs are achieved
• Strong capability to analyze data, policies, and processes to identify gaps, inconsistencies, and opportunities for improvement.
• Support the People Operations team with Process review and Standard Operating Procedures

Technical / Professional Qualifications / Requirements:

• Experience of working in Shared Services/HR Operations domain. Minimum 2-3 years of work experience on SAP SuccessFactors (including PMGM, Employee profile, Time Accounts modules)
• Proven experience in applying Continuous Improvement methodologies (e.g., Lean, Six Sigma, Kaizen) to optimize processes and drive operational efficiency.
• Demonstrated ability to apply critical thinking and problem-solving skills to complex HR operational queries.
• Ability to manage high workloads & conflicting priorities. Planning and organizing daily activity to achieve desired results.
• Attention to detail and high work standards in support of accurate and successful delivery.
• Ability to use appropriate judgment in involving the next level (escalation) or other resources in decision making or processing.
• Able to work collaboratively as a team, providing support and guidance to team members
• Able to operate effectively & proactively in a "client-oriented" service environment.

Pre-Employment Checks

• If you are successful in securing a role with us, you will be subject to pre-employment checks, depending on the legal requirements and practices in your country of employment.  
• If eligible these checks will include right to work, identification, verification of employment history, education, and criminal records where permitted by local law.  
• All checks will be conducted in accordance with applicable privacy and data protection regulations.  
• We will involve the third party supplier to run the background checks as needed and your data will be retained for a period as needed for the purpose of recruitment.  
• To the extent to be permitted by the applicable local law, your data may be stored outside of your employment country dependent on our operation structure.  
• Your application of this role will constitute as your consent on this paragraph.

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team

LRQA is a leading global assurance provider.  The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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