HR Partner, Customer Care

Role Summary:

HR Partner, Customer Care supports as the first point of contact for employee HR inquiries, resolving routine questions and processing simple transactions related to benefits, payroll, onboarding, and HR policies by adhering to procedures and providing accurate data entry into HR systems. They escalate complex issues to HR specialists, contribute to process improvements, and maintain data accuracy and confidentiality while providing a positive, customer-focused experience to internal employees.

Responsibilities

• Address and resolve general employee questions regarding HR policies, procedures, benefits, and payroll as the primary point of contact.
• Execute routine HR transactions, such as updating benefits information, processing changes to employee data, and managing aspects of onboarding and offboarding processes.
• Ensure accurate and timely data entry into HR systems, maintaining the confidentiality and integrity of employee records.
• Identify and escalate more complex HR issues or requests that require specialized knowledge to Tier 2 HR specialists or HR Business Partners.
• Participate in continuous improvement initiatives and identify opportunities to enhance HR processes, potentially recommending solutions for better efficiency.
• Provide a high standard of professional and customer-oriented service to internal employees, embodying a positive image of the HR department.
• Follow established standard operating procedures and guidelines to ensure consistent and accurate handling of HR requests and transactions

Requirements:

• 8-10 years’ professional experience in HR Partner role

• Bachelor’s degree in business or equivalent degree
• Working knowledge of Workday and/or Neocase
• Experience in working on any ticketing tool
• Exceptional customer service, emotional intelligence and empathy
• Excellent probing abilities, to identify true need from customer
• Resourcefulness and ability to find answers quickly
• Thorough with responses to inquiries and issues
• Adaptable to different customer types and situations
• Technologically savvy to improve and automate activities
• Knowledge of the full HR operations solution
• Proficiency in the English and Kannada or Tamil Language
• Confidentiality and discretion for managing sensitive information
• Executive presence and ability to deliver high touch support
• Prior experience in an HR Operations Environment in shared service centre