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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.
Job Responsibility:
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
Requirements:
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