Job Description

To lead and manage the HR Helpdesk team responsible for addressing employee queries across the HR lifecycle, ensuring timely resolution, data accuracy, and a superior employee experience through standardized processes, knowledge management, and digital enablement.

FUNCTIONAL RESPONSIBILITIES

Service Delivery Management

Lead day-to-day HR Helpdesk operations ensuring timely and accurate resolution of employee queries
Monitor ticket volumes, service levels, and turnaround times to ensure adherence to defined SLAs
Establish clear escalation matrices and ensure critical cases are addressed promptly and effectively
Maintain a consistent and empathetic communication standard across all employee interactions

Process Standardization & Knowledge Management

Develop and maintain a comprehensive HR knowledge base including FAQs, policy guides, process flows, and communication templates
Ensure all responses and actions are aligned with company policies, HRSS processes, and statutory guidelines
Periodically review and update query handling protocols to reflect policy or system changes
Drive consistency and standardization across all channels (email, ticketing system, calls, self-service portal)

Employee Experience & Self-Service Enablement

Promote adoption of employee and manager self-service tools within the HRMS and related platforms
Partner with HR Tech and Communications teams to enhance user experience on self-service portals and chatbots
Gather employee feedback and identify pain points to proactively improve HR service experience

Data Analysis & Continuous Improvement

Track and analyze query trends, response patterns, and recurring issues to identify root causes and improvement areas
Provide insights and recommendations to HRSS leadership on process simplification, automation, and communication needs
Prepare monthly dashboards and service performance reports for leadership review
Implement continuous improvement initiatives to reduce manual interventions and enhance efficiency

Governance, Compliance & Stakeholder Management

Ensure Helpdesk processes comply with internal controls, data privacy norms, and audit requirements
Collaborate closely with HRBPs, COEs, and HRSS sub-functions to ensure seamless issue resolution and knowledge sharing
Participate in governance reviews to monitor performance metrics, improvement actions, and alignment with HRSS goals.

EXPERIENCE

2+ years of experience in HR Operations or HR Shared Services with strong exposure to employee query management or HR Helpdesk functions
Familiarity with HR systems (Darwinbox, SuccessFactors, Workday, or equivalent) and service ticketing tools
Demonstrated ability to drive process improvements and service excellence

Graduate or Postgraduate in Human Resources, Business Administration, or related discipline