Human Resource Shared Services Associate

Role Purpose

The Executive – AskHR will serve as the primary point of contact for employees on HR-related queries received through the organization's HR Helpdesk/Email. The incumbent will ensure timely, accurate, and professional resolution of employee requests while maintaining defined service levels (SLAs). The role requires strong customer service orientation, excellent communication skills, and sound understanding of HR operations and policies.

Key Responsibilities

Employee Query Management

• Manage HR queries received through the shared HR mailbox, ticketing system, or helpdesk platform.
• Acknowledge and resolve employee queries within defined SLAs.
• Categorize, prioritize, assign, and track tickets until closure.
• Coordinate with Payroll, HR Operations, HRBPs, Finance, IT, Administration, and other teams for query resolution.
• Ensure regular follow-ups with stakeholders for pending cases.

Employee Support

• Provide guidance on HR policies, processes, benefits, attendance, leave, payroll, reimbursements, confirmations, transfers, exits, off-roll lifecycle, and HR systems.
• Educate employees on self-service features available through HR systems.
• Handle employee interactions with professionalism and empathy while maintaining confidentiality.

Case Management & Documentation

• Prepare daily, weekly, and monthly reports on query volumes, turnaround time, ageing, and SLA adherence.
• Track open tickets and escalate unresolved issues appropriately.
• Develop and maintain knowledge articles and Frequently Asked Questions (FAQs).

Continuous Improvement

• Identify recurring employee concerns and recommend process improvements.
• Support automation and standardization initiatives to improve employee experience.
• Assist in updating SOPs, process documentation, and communication templates.

Stakeholder Management

• Liaise with internal HR teams and business stakeholders for effective issue resolution.
• Participate in periodic review meetings to improve service delivery.
• Support HR projects and employee communication initiatives as required.

Key Performance Indicators (KPIs)

• SLA adherence (% queries resolved within SLA)
• First Contact Resolution (FCR)
• Average Resolution Time (ART)
• Employee Satisfaction Score (CSAT)
• Query Backlog/Ageing
• Quality & Accuracy of Responses
• Productivity (Number of tickets handled)
• Knowledge Base Contribution
• Escalation Rate
• Process Improvement Initiatives

Skills & Competencies

Functional Skills

• Knowledge of HR Operations and Shared Services
• Understanding of Payroll, Leave, Attendance, Employee Lifecycle, and HR Policies
• Ticket Management/Helpdesk Systems
• MS Excel, Word, Outlook, PowerPoint
• HRMS/SAP/Oracle/Workday knowledge preferred

Behavioural Competencies

• Excellent written and verbal communication
• Customer-centric mindset
• Strong analytical and problem-solving skills
• Attention to detail
• Time management and prioritization
• Stakeholder management
• Ownership and accountability
• Ability to work under pressure and manage multiple priorities

Educational Qualification

• Graduate in any discipline
• MBA/PGDM in Human Resources preferred

Experience

• Executive: Experience in HR Operations, HR Shared Services, HR Helpdesk, or Employee Support