The People & Culture Operations team at NAB India manages a diverse set of transactions ranging from Tier 1 colleague queries to managing colleague data on Workday.
The Tier1 Specialist serves as the first point of contact for employees seeking assistance with P&C related queries and issues. This role is responsible for delivering timely, accurate, and empathetic support while ensuring compliance with organizational policies and service-level agreements. Leveraging ServiceNow, the specialist will manage and resolve cases efficiently, maintain accurate records, and contribute to continuous improvement of HR processes through data insights and feedback.
Essential capabilities
- Strong knowledge of HR policies and procedures.
- Proficiency in ServiceNow HR Service Delivery modules.
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced, service-oriented environment.
- Exposure to systems like Workday, ADP
- Experience in driving automation and process simplification projects.
- Knowledge on maintenance of Knowledge articles on ServiceNow.
- Should be adept at writing and reviewing P&C Operations related SoPs
Requirements
- Graduation - Business/Human Resources (Preferred)
- 6-10 years of relevant experience
- Worked in a high volume/complex contact centre/operations environment
- Prior experience of working on HR Helpdesks
- Prior experience of working on ServiceNow
Key Accountabilities
- Serve as the primary contact for employee HR queries via Tier 1 helpdesk channels.
- Provide accurate and timely responses on HR policies, procedures, and systems.
- Utilize ServiceNow to manage, track, and resolve cases efficiently. Ensure compliance with data privacy and HR governance standards.
- Escalate complex or sensitive issues to Tier 2 or specialist teams promptly.
- Maintain high levels of customer satisfaction through proactive communication and empathy.
- Identify recurring issues and recommend process improvements.
- Support HR initiatives and contribute to knowledge base updates for self-service.
