Job Description

:

• Open to work night shift
• Experience of 5 to 7 years in US/International HUMAN RESOURCE OPERATIONS process (Onboarding, Benefits /Employee Life Cycle)
• Receives large volume of incoming calls from various levels of Employees, responding to routine inquires following established procedures including but not limited to; payroll, benefits and LOA questions, and HR system navigation questions. Acquires substantial knowledge concerning Human Resources policies, programs, and procedures that allow first call resolution in the majority of cases.
• Monitors various HR inboxes and responds to inquiries and escalates to the appropriate workgroup.

Quickly interpret the situation, determine the appropriate resolution, transaction, and/or escalation, and communicate the resolution. * Logs all inquiries into a case management system used by the Company, recording and maintaining ticket history and outcomes.

• Takes immediate partnership for any critical or risk involved cases to ensure a quick and timely response.

Performs special projects and other duties as assigned. * Performance management for the team, query management from the onshore counterparts and clients

• Design training plan for the new joiners and timely review on the process knowledge secured by the new hires.
• manage escalations from both internal and external stakeholders,
• conduct one-on-one meeting sessions with the DRs (direct reportees) and provide timely feedback, provide process related updates to the team members.
• Good experience in international HR Operations (Onboarding, Benefits /Employee Life Cycle)
• Should have the experience on reporting.
• Perform Quality checks for Associates and make corrections appropriately.
• Excellent communication skills both written and verbal
• Stakeholder management and interaction with clients
• Experience in working with US Employees/customers.
• Seamless provision of services to the business
• Provision of a quality and responsive service
• Effective maintenance of master people data and great at typing skills
• Ensure all deliverables are accurate and up to date
• Ensure relevant and accurate data is recorded to enable reporting to internal and/or external stakeholders.
• Delivery of reports in timely manner
• Open to work night shift

EXL Service