Provide timely professional and courteous response to customer queries. Educate customers on the HR Services available and encourage use of self-service tools such as the HR Portal knowledge base and other systems. Provide assistance in navigating self-service and HR technology tools as appropriate.
Respond to routine and complex HR related queries within generalist scope and areas of expertise. Examples include Leaves, Onboarding, Statutory Benefits, Corporate Benefits, Password Resets, General HR Programs, Process and Systems. Take appropriate investigative action, determine root cause of issue, subject matter input required, and access information/data necessary to ensure appropriate resolution.
Keep customer abreast of the handling of their query, advise of the action taken and timescale for resolution. Diffuse escalated customer situations through high-level problem solving. Use discretion in routing escalations (should not exceed 10% of cases received) for additional support.
Process transactions in support of HR functions, including background checks, data entry, filing, sending correspondence, etc. Act as Service Delivery liaison and main interface to HR COE and other HR colleagues to ensure efficient, accurate and timely resolution of cases.
Research and resolve all problems in a timely manner. Work on issues simultaneously and prioritize the urgency of requests, ensuring that resolution of escalated requests meet policy, service level standards, and metrics.
Develop HR Portal knowledge base and overall Service Delivery team capability by proactively sharing lessons learnt and collective upskilling through example query resolutions. Execute improvement action plans.
Develop Workday business process knowledge and support all hire through retire transactions within required SLA.
Stay informed of HR initiatives, programs and policy changes through COE, Market and LOB HRBP contacts and ensure that Service Delivery teams are fully briefed and able to respond to associated queries.
Contribute to delivering, maintaining and improving HR services, self-service options, procedures and processes to increase employee satisfaction, driving performance and achieving results. Continuously evaluate and identify opportunities to drive process improvements that positively impact customer experiences.