Resolve Tier 1 (simple queries) and support resolution of semi-complex or complex queries and transactions related to core HR processes
Maintaining data in Workday pertaining to employee life cycle such as Promotion, Transfer, Contract extension, Title change, Probation & other job change transactions
Demonstrate high proficiency in HR processes and standard operating procedures with ability to resolve complex queries
Communicate and distribute processes, policies, and other relevant documentation to employees needed to resolve the query/ issue
Adhere to and demonstrate high proficiency in agreed KPIs, SLAs, and customer service standards
Handle escalations from process partners, HRs and provide RCA plan.
Ownership of team deliverables in absence of Team Lead
Quality Check on the Key/Critical HR transactions processed by team as defined in the Quality framework
Assist with building and maintenance of a Knowledgebase for Case Management
Provide continuous feedback to peers, Leads and HR partners about internal employee service trends and opportunities to improve
Ownership of client calls with the AMR HR SD Leads on a regular basis and ensures required documentation
Review SOP's and Process Maps of related HR and Payroll processes
Escalate complex queries to appropriate owner (inside or outside of HR)
Challenge the status quo and implement process improvements to enhance the end user and HR partner experience
Performance objectives
Good Team Player and customer service skills
Highly motivated and Organised
Attention to detail and an ability to work towards tight deadlines
Ability to work in a fast-paced environment with constant deadlines
Proactive in achieving results and seeking improvements
Result oriented with the ability to manage competing priorities and multiple stakeholders
Ability to adapt and drive change to derive efficiencies/productivity
Key skills
Demonstrated good understanding of HR management practices, processes & procedures
Very good written and verbal communication skills
Previous experience in Workday HR environment preferred or similar HR ERP desirable
Knowledge of Case Management tool an added advantage
Proficiency on MS Office Suite skills (Word, Excel, PowerPoint, Outlook)
Employee specification
Bachelor's/Master's degree in Human Resources or equivalent experience
3-5 years of experience supporting US & Canada core HR processes
3-5 years of experience in HR services role preferred
