Job Description

Line of Service Internal Firm ServicesIndustry/Sector Not ApplicableSpecialism OperationsManagement Level Specialist & Summary A career in our Human Resources, within Internal Firm Services, will provide you with the opportunity to make a difference at PwC by helping to fully leverage the skills and talents of all our people. Youll focus on helping the local offices in driving the Firms people strategy, creating a unique people experience for each individual, and supporting our Firm wide values by working with the core competencies that measure and drive individual and Firm wide success in the marketplace.Our Human Resources teams support initiatives and programmes including, customer support, business operations, data and analytics, technology systems, recruitment services and on-boarding, workforce mobility, contingent workforce, and people and programmes support.Position Title: HC Service Desk AssociateGrade/Level: Analyst/ Sr. Analyst/ AssociateReporting Manager Title: HC Service Desk ManagerLoS: IFSSBU/ Sub SBU: Human Capital/ HC Shared ServicesLocation: GurgaonPosition Type: PermanentJob Summary (Please include a couple of lines on the firm and LoS)The firm has planned to set up a Service desk for HC function with an aim to provide a one stop shop to all employees for HC related queries and improve quality and consistency of responses across Lines of services.The role holder will have the responsibility of managing the queries at HC Service desk and collaborate with other HC functions to ensure quality and speedy resolution of all staff queries received.Roles & Responsibilities (essential functions and responsibilities of the job):

• Address HC queries raised through the query management tool including - online chat, e-mail or call (if applicable)
• Recording all responses and updating FAQs for on the spot resolution
• Resolve queries within agreed SLA and publish individual reports on volume handled & achieved SLAs
• Record and track queries received and follow through to ensure each query is resolved within agreed SLA
• End to end query resolution including - acknowledging, tracking, resolving, routing and redirecting queries reported
• Escalating unresolved queries to the next level of support
• Collaborating with other HC Teams wherever required to get the queries resolved
• Keep the concerned employee informed of expected completion date, including when the item is escalated for further action
• Accurate collection of query details and employee data
• Provide general information to concerned employee on policies & procedures and answer questions based on FAQs
• Ensure query resolution of high quality and response to employee is accurate, relevant and easy to understand
• Document and record the unique instances to build repository of standard responses or FAQ answers in central repository
• Refer to HC Policies and processes by performing regular walkthrough, to identify general issues or queries and associates responses
• Keeping update to date with new HC processes and policies
• Regularly upgrade technical knowledge on tool being used for query management

Education and Experience:Essential: Graduate with preferably some prior experience in HR shared services/ Policy & ProcessesDesirable: Worked at HR Service desk or in a similar set upExperience in people management - Not requiredExpertise in HC Policy, processes and managing employee relationsCandidate Specifications (insert the relevant personal skills here):Essential Skills:

• Ability to perform variety of transactional, administrative and processing tasks using an established knowledge base system to ensure consistency and conformity of work allocated
• Shall have a comprehensive knowledge of the sources for answers to HC queries, issues and proper procedures
• Ability to work in ambiguous environment and have a problem-solving approach
• Ability to prioritise deliverables
• Excellent communication (written and oral) and interpersonal skills
• Strong business acumen and cross-industry exposure
• Highly motivated and self-starter

CV sifting criteria (definitive criteria which a CV must have. This helps us to screen out irrelevant CVs):

• Worked at HR Service desk or in a similar set up
• Addressed employee queries regarding HC Policy, processes and guidelines
• Experience in HC Shared services roles with first hand employee interactions
• 2 - 4 years experience

The skills we look for in future employees (This is standard text that is incorporated into every job description. You do not need to add any content into this field. This is for your information only):All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, The PwC Professional.The PwC Professional focuses on five core attributes; whole leadership, business acumen, technical capabilities, global acumen and relationships. We use this framework to recruit, develop and assess our people, at all grades and all areas of our business, because we expect all of our people to be leaders.Mandatory skill sets-ServiceNowHR Shared ServicesPreferred skill sets-Human Resources (HR)Year of experience required-2
Qualifications-UG/PGEducation (if blank, degree and/or field of study not specified) Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank, certifications not specified)Required Skills HR Shared Services, ServiceNow PlatformOptional Skills Human Resources (HR)Desired Languages (If blank, desired languages not specified)Travel RequirementsAvailable for Work Visa Sponsorship?Government Clearance Required?Job Posting End Date

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