Subject Matter Expert

Job description

Work Experience The Tier 1 HR Helpdesk Team Lead is required to lead a team responsible for managing Tier 1 HR related queries (primarily calls) from the client employees, line managers, vendors and other 3rd parties basis the procedures defined, instructions provided and the knowledge base available. These queries relate to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, T&A and other HR related topics.

These queries should be managed in the specified time and with mandated level of accuracy with focus on first time closure. Responsible to ensure Service Levels are adhered to.

This role requires mandatory periodic rotational shifts on 24/7 basis 5 days

• Work from office is mandatory requirement of the role This Role may involve call taking as per the business requirement
• Knowledge and Experience '- Voice process experience is must with exposure to US market.

Preferred in HR Helpdesk Excellent understanding of various processes of core HR Operations Should have experience in using Workflow / case management tools like ServiceNow, Remedy etc. Good understanding of various HR Systems/ applications

• Basic understanding of MIS Good understanding of Quality Methodology and tools
• Good understanding of Service level agreements Should have good Excel and Presentation skills Behavioral Attributes ' - Excellent written and verbal communication skills
• Excellent probing, problem-solving and decision making skills.
• Logical and efficient, with keen attention to detail.
• Strong customer service orientation.
• Ability to work in a team-oriented, collaborative environment.
• Effective Troubleshooting skills.
• Learning agility
• Aptitude to venture in to unknown territories.
• Good researching skills Core Role Responsibilities ' - Manage a team providing Tier HR helpdesk support to the Employees, Line Managers, Vendors and 3rd parties Team management, Team engagement and Succession planning
• Ensure appropriate staffing as required
• Ensure policies and procedures are followed as required
• Ensure the Service Levels are met consistently
• Ensure data privacy processes is followed with upmost focus.
• Drive regular awareness Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures Prepare and present data in internal and client governa nce forums. Manage Escalation calls as require </ul

Qualifications

BACHELOR OF SCIENCE ( B.Sc Degree )