Overview People Experience & Operations Sr. Associate (Employee Services) role acts as the first line of support for HR-related queries, ensuring efficient service delivery, process optimization, and compliance across all HR operations. Responsibilities
Serve as the primary contact for HR queries, ensuring timely resolution or appropriate redirection.
Log and manage employee inquiries using the ticketing system (e.g., SNOW).
Triage tickets to relevant HR teams and monitor resolution timelines.
Identify and implement process improvements and automation opportunities.
Track and report recurring issues, providing insights and recommendations.
Maximize first-call resolution to reduce escalations.
Prepare weekly and monthly reports on call center performance and activities.
Advise employees on HR policies, entitlements, and procedures.
Ensure service delivery meets defined SLAs and KPIs.
Support onboarding, training, and documentation for HR team members.
Generate and manage attendance reports (e.g., overtime, absences, penalties).
Ensure accurate payroll integration for attendance-related transactions.
Issue disciplinary letters and maintain documentation.
Troubleshot payroll issues for Level 5 employees.
Process vendor invoices and monitor payment status.
Manage Talent Acquisition applications for Level 3 roles.
Handle ID card issuance, replacements, and deactivations.
Issue HR letters and conduct exit interviews for Level 3 employees.
Analyze exit interview data to support strategic HR decisions.
Execute monthly closing amendments accurately and on time.
Manage SMS communication tools, including approvals and credit tracking.
Qualifications
HR Shared Services process and SLA management experience
Process management and continuous improvement with a focus on optimization and productivity
Very good English language skills
Very good command of MS office and its applications
Strong communication skills
Demonstrated track record of strong service delivery
Stakeholder management and empathy
Ability to priorities and identify potential issues prior to escalations
