HR Direct Associate

India is among the top ten priority markets for General Mills, and hosts our Global Shared Services Centre. This is the Global Shared Services arm of General Mills Inc., which supports its operations worldwide. With over 1,300 employees in Mumbai, the center has capabilities in the areas of Supply Chain, Finance, HR, Digital and Technology, Sales Capabilities, Consumer Insights, ITQ (R&D & Quality), and Enterprise Business Services. Learning and capacity-building is a key ingredient of our success.

HR Associate (HR Direct)

Function: HR

Location: Mumbai, India
Job Type: Full-Time | Shift: 6:30 PM - 3:30 AM
Job Band & Pay Grade: Experienced Support
Reports To: Team Lead - HR Direct

Role Overview

The HR Associate provides high-quality support to employees, managers, and HR teams by handling inquiries and transactions via phone, chat, and employee portal. The role involves using case management systems to resolve issues related to payroll, benefits, policies, and HR processes, while ensuring excellent customer experience and process efficiency.

General Mills, is a major American multinational food company known for producing and marketing a wide range of branded consumer food products sold worldwide. It is headquartered in Golden Valley/Minneapolis, Minnesota, USA and has been operating for over 150 years, with origins dating back to a flour mill in 1866.

Key Responsibil ities

1. Employee Support & Transactions (85%)

• Respond to HR queries via phone, chat, and portal using case management tools
• Handle requests related to payroll, benefits, and HR systems (e.g., Workday)
• Guide employees on self-service tools and processes
• Document interactions and ensure timely resolution
• Escalate complex issues when required
• Collaborate with HR, payroll, and benefits teams

2. Research & Issue Resolution

• Investigate and resolve complex queries
• Coordinate with internal teams and external vendors
• Ensure end-to-end case ownership and closure

3. Process Improvement

• Identify and report process/system issues
• Suggest improvements to enhance efficiency and employee experience

4. Letter Generation (15%)

• Prepare HR letters (bonafide, experience, etc.)
• Coordinate approvals and maintain records

Skills & Requirements

• Bachelor's degree
• 1-3 years of experience in HR support or query handling
• Strong communication and customer service skills
• Good problem-solving and multitasking abilities
• Proficiency in MS Excel
• Ability to handle confidential information
• Familiarity with Workday, ServiceNow (preferred)

Key Competencies

• Customer-first mindset with empathy and patience
• Strong interpersonal and communication skills
• Attention to detail and time management
• Ability to work independently and in teams
• Understanding of HR processes and systems

Performance Metrics

• Customer satisfaction
• Response and resolution time (SLA adherence)
• Call quality and productivity