Job Description

Overview

The Platforms & Solutions Associate will be responsible for managing key Interface error-management processes and transactions for EC and global tools, in accordance with the agreed service catalog and SLAs, with support from a team of 8 HR Ops Coordinators. The role will ensure high-quality, efficient transactions and customer interactions, and provide analytics for assigned work, leveraging required HR systems and tools to meet process requirements from the India ICC site.

The role requires a strong process orientation and experience with SLA adherence, as well as the ability to partner with global markets to complete transactions from offshore locations and deliver agreed-upon SLA/CSAT-based customer service.

Responsibilities

Deliver services as defined in the SLAs/KPIs and drive operational efficiency and continuous improvement.
Ensure tickets with accuracy & within SLA, both at the individual level and team level
Participate in regular interactions & review meetings on the delivery service with the leads
Identify and implement service delivery and process improvement opportunities in the assigned process
Strong knowledge of Employee Central and Interface errors.
Execute seasonal/critical projects with 100% quality and 100% SLA adherence, ensuring customer satisfaction.
Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company, and process requirements
Take ownership of ultimate issue resolution
Ensure new-joiner training, process, and support documentation and aids for colleagues as needed
Knowledge management/DTPs management, updating them on a timely basis, and conducting quarterly audits

Qualifications

HR Shared Services process and SLA management experience: 3 to 5 years
Service management and ticket management system experience
Process management and continuous improvement with a focus on optimization and productivity
Ability to work with different geographies and cultural sensitivity
Experienced in SAP SuccessFactors Employee Central
Ability to handle import templates
Problem-solving skills
Customer Orientation and stakeholder management
Process management and continuous improvement with a focus on optimization and productivity