Senior Team Lead - Customer Care

Job Summary

HR Operations and Shared Services for US Customer

• Degree in human resources, business administration or similar relevant field
• Holding Specialization degree (Masters / UG) in HR will be an added advantage
• Strong knowledge of Human Resources
• Holding Specialization degree (Masters / UG) in HR will be an added advantage

Key Responsibilities

• Resolve queries received from employees related to payroll, Benefit, compensation or HR records for both voice and Non- Voice
• Utilize available resources like HRMS systems, knowledge repositories, company refernece documents to provide most appropriate response to the requestor
• Supports employees with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
• Escalate unresolved or sensitive issues to internal teams
• Processes HR transactions, records statistics and handles highly confidential material
• Handle Hire-to-Retire queries on ongoing basis
• Schedules, follow-ups and monitors actions and deadlines according to relevant processes
• Support additional tasks as assigned
• Compiles data for analysis and reporting, performs routine analyses and creates standard as well as customized reports
• Resolve queries received from employees related to payroll, Benefit, compensation or HR records for both voice and Non- Voice
• Utilize available resources like HRMS systems, knowledge repositories, company refernece documents to provide most appropriate response to the requestor
• Supports employees with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
• Escalate unresolved or sensitive issues to internal teams
• Processes HR transactions, records statistics and handles highly confidential material
• Handle Hire-to-Retire queries on ongoing basis
• Interprete policy and explain procedures
• Schedules, follow-ups and monitors actions and deadlines according to relevant processes
• Support additional tasks as assigned
• Compiles data for analysis and reporting, performs routine analyses and creates standard as well as customized reports
• Contributes to building a knowledge base for frequently asked HR questions
• Actively shares knowledge with the in-country HR teams as well as within the HR Shared Service Organization

• Manages and actions service requests for onboarding/background verification for both voice and Non- Voice
• Ensuring the metrics are prepared and shared in time
• All the Calls and emails are responded within the stipulated time.
• Ensures the data are presented to the leaders for evaluation in time.
• Supports candidates/employees and BGV (Background Verification) vendors with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
• Processes HR transactions, records statistics and handles highly confidential material
• Supports candidates/employees and BGV (Background Verification) vendors with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
• Schedules, follow-ups and monitors actions and deadlines according to relevant processes
• Maintains databases and employee records using a variety of systems and tools and provides information to employees and managers
• Compiles data for analysis and reporting, performs routine analyses and creates standard as well as customized reports
• Contributes to building a knowledge base for frequently asked HR questions
• Actively shares knowledge with the in-country HR teams as well as within the HR Shared Service Organization

Skill Requirements

• Excellent written and verbal communication skills in English
• Experience in HR Helpdesk/Query Resolution
• Proficiency in using MS Office (especially MS Excel, Word and Outlook)
• Hands on experience and in both Voice and Non-Voice.
• Problem Solving ability
• Knowledge of handling company policies across all business formats

• Hands on experience and in both Voice and Non-Voice - Ability to work on complex queries
• Excellent written and verbal communication skills in English
• Proficiency in using MS Office (especially MS Excel, Word and Outlook)
• Able to learn new systems and their key functionalities quickly
• Ability to assimilate information quickly and determine actions required

Other Requirements

• Degree in human resources, business administration or similar relevant field
• Strong knowledge of Human Resources
• Holding Specialization degree (Masters / UG) in HR will be an added advantage