Job Description

JLL empowers you to shape a brighter way.Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate, skilled trades or technology, or youre looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.What this job involves:

• Ability to support and resolve Tier 1 and Tier 2 queries and requirements, following set processes, protocols and utilizing knowledgebase articles to provide support.
• Work effectively across a variety of communication channels (Case, Emails, MS Team) with a strong focus on creating a positive customer experience.
• Demonstrate high proficiency in HR processes and standard operating procedures
• Resolve Tier 1 and Tier 2 queries and transactions related to core HR business processes
• Review, Analyze, and Escalate complex queries to appropriate groups (inside or outside of HR)
• Managing urgent and quick data updates in Workday pertaining to employee life-cycle/onboarding to off-boarding.
• Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as outlined in SOPs and operational framework.
• Following first time right approach in providing accurate resolution and reducing re-opening of cases
• Communicate and direct employees to appropriate documentations or procedures needed to resolve the query/ issue.
• Handle escalations from process partners, HRs and provide RCA plan from Team Lead to Manager
• Take Ownership of deliverables and propose action plan to Team Lead
• Own Quality Check process on the Key/Critical HR transactions processed by team as defined in the Quality framework.
• Conduct root cause analysis for key issues, supported by CRM platform, advising management of trends or patterns.
• Building and Maintenance of a Knowledgebase for Query Management and Chat
• Actively participate client calls with the process partners on a regular basis and ensures required documentation.
• Accountable to Create/Update/Review Process Maps and SOPs of related HR processes and work closely with team and Content Owners to ensure all documents are up to date.
• Ability to challenge the status quo and implement process improvements to enhance the end user and HR partner experience.

Key Skills

• Very Good understanding of HR Service practices, processes, and procedures
• Above-and-beyond customer service mindset
• Security focus with dealing with sensitive HR data.
• Excellent written and verbal communication skills is a must.
• Knowledge of Case Management tool (Service-now/Siebel) an added advantage
• Knowledge on MS Office Suite skills (Word, Excel, Outlook)
• Previous experience with any (Workday/Success-factor) HR system/platform/technology is preferred.
• Bachelors or masters degree in human resources or related field
• 6+ years of experience in HR client services role preferred.

Sound like you? In this role, your key responsibilities will include:

• Excellent Customer service skills using efficient processes
• Highly Employee and Customer centric
• Highly Organized and Self-disciplined
• Ability to work in a fast-paced environment with constant & tight deadlines.
• Ability to adapt and drive change to derive efficiencies/productivity.
• Result oriented with the ability to manage competing priorities and multiple stakeholders.
• Proactive in achieving results with great attention to details.
• Excellent teamwork interaction and orientation

Location:On-site -Gurugram, HRJob Tags:JBSIf this job description resonates with you, we encourage you to apply, even if you dont meet all the requirements. Were interested in getting to know you and what you bring to the table!JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLLs recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our .For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy .Jones Lang LaSalle (JLL) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our page
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