Note: This is a support role based out of Bangalore, India for the Americas region and hence involves night shifts.
Role Overview:
We are seeking an AskHR Tier 1 representative for our People Operations team based out of India. As an AskHR Tier 1 representative of People Operations, you will play an important role in driving conversations with our Direct Labour and Indirect Labour workforce answering their queries related to HR and contributing to the overall success of our People Operations.
Core Responsibilities
1. First Point of Contact:
- Serve as the initial point of contact for HR-related inquiries via ServiceNow and Workday for Americas employees
- Address basic employee questions and issues, such as policy clarifications, benefit inquiries, and routine HR processes.
2. Case Management:
- Log, track, and manage all incoming HR inquiries and cases in ServiceNow.
- Ensure accurate and timely documentation of interactions and resolutions.
3. Basic Issue Resolution:
- Resolve straightforward HR inquiries and issues based on predefined guidelines and knowledge articles.
- Provide assistance with common HR tasks such as updating personal information, accessing pay stubs, and submitting time-off requests in Workday.
4. Knowledge Base Utilization:
- Utilize the knowledge base in ServiceNow & other online resources to find and provide accurate information and solutions.
- Contribute to the knowledge base by documenting new issues and solutions as they arise.
5. Escalation Management:
- Identify and escalate complex issues or inquiries to the Tier 2 team when they cannot be resolved at the Tier 1 level.
- Ensure proper handoff and communication when escalating cases to ensure a seamless employee experience.
6. Service Delivery:
- Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
- Maintain a high level of customer service and professionalism in all interactions.
7. System Navigation Support:
- Assist employees in navigating ServiceNow and Workday, providing guidance on how to use the systems effectively.
- Help employees locate necessary forms, documents, and information within the systems.
8. Data Entry and Updates:
- Perform data entry and updates in Workday as required, ensuring accuracy and compliance with HR policies.
- Verify and update employee information, process status changes, and maintain records.
9. Reporting:
- Generate basic reports from ServiceNow and Workday to track common issues, inquiry volumes, and resolution times.
- Provide insights to the Tier 2 team and management on recurring issues and areas for improvement.
10. Continuous Improvement:
- Participate in training sessions and team meetings to stay updated on HR policies, system changes, and best practices.
- Provide feedback on process improvements and contribute to the continuous enhancement of Tier 1 services.
To excel in this role, the ideal candidate should meet the following requirements:
- Bachelor's degree from a regionally accredited four-year college or university and a minimum of 2-3 years of relevant experience and/or training.
- Experience in HR Operations/HR Shared Services, demonstrating the ability to resolve simple and complex queries.
- Good understanding of Tiered HR Service model within HR Shared Services processes and practices.
- Collaborative mindset with exceptional team-player qualities, strongly focused on enhancing employee experiences and driving continuous process improvement.
- Preferred experience with Workday and ServiceNow Case Management.
- Demonstrated probing and problem-solving skills.
- Strong communication skills
- Prior experience in the manufacturing industry is a plus.
Reasonable accommodations may be considered to enable individuals to fulfil essential functions of the role.
Join us in shaping a cutting-edge People Shared Services function that redefines HR operations and enhances WDC organizational success. Apply now to be a key driver of positive change and transformation
