Coordinator- HR Shared Services

Cbts; Chennai; On-site; INR 280,000 - 420,000; Full time

Job summary

Cbts in Chennai is seeking a detail-oriented HR Operations Associate to support day-to-day backend activities.

You will handle employee queries, case management, data validation, and transaction processing, ensuring SLA adherence and high-quality service delivery. This entry-level role emphasizes accuracy, SOP compliance, and proactive coordination with stakeholders.

Opportunity to learn HR processes, contribute to knowledge base updates, and grow within the HR operations function.

Qualifications

• Degree: Graduate/MBA in Commerce, Business Administration or related fields.
• Years of experience: 0-2 years.
• Relevant experience: N/A

Responsibilities

• Manage employee queries and service requests through HR case management systems.
• Resolve cases within defined SLAs and quality standards.
• Execute backend operational transactions end to end (timecard processing, reconciliations, invoicing support, data validation).
• Follow SOPs and guidelines for consistent execution.
• Identify and resolve routine employee issues, escalate when needed to stakeholders.
• Perform HR data validation and maintain process documentation and records.
• Support reporting activities with timely data updates and maintenance.

Skills

Case Escalation

Data Validation

Documentation Mgmt

Process Coordination

Operational Reporting

HR Data Admin

Process Optimization

SLA & Quality

Vendor Management

Employee Communications

Education

Bachelor/MBA in Commerce or Business Admin

Job description

Role Purpose (1-3 lines):

Support day-to-day backend operations through transaction processing, ticket/service request management, documentation, and operational support activities. Follow established SOPs and workflows to ensure SLA adherence, data accuracy, compliance, and high-quality service delivery. This entry-level role requires the incumbent to learn processes quickly and efficiently execute assigned responsibilities with a strong focus on accuracy and operational excellence.

Key Responsibilities:

HR Service Desk & Case Management

• Manage employee queries and service requests through HR case management systems.
• Ensure timely case resolution aligned with defined SLAs and quality standards.

Service Delivery Execution

• Execute backend operational transactions end to end, including timecard processing, reconciliations, invoicing support, data validation, and other back-office service delivery activities.
• Follow established SOPs, standard workflows, and process guidelines to ensure consistent and efficient execution.
• Ensure compliance with defined controls, accuracy standards, and validation requirements, delivering high-quality outputs with minimal errors.

Escalation & Issue Resolution

• Identify and resolve routine employee issues independently.
• Collaborate with senior team members for moderately complex case resolution, escalates when required to the necessary stakeholders for timely support.
• Track escalations and ensure closure within defined timelines.

HR Data Administration

• Perform transaction validations and quality checks to ensure accuracy and compliance with defined process standards.
• Manage and maintain process documentation, and records in line with operational requirements.
• Support reporting activities through timely and accurate data updates and information maintenance.

SOP & Knowledge Base Support

• Follow documented SOPs and contribute to updating FAQs or knowledge articles when gaps are identified.
• Support documentation standardization efforts for all processes under guidance.

Coordination Support

• Coordinate with relevant stakeholders to support smooth execution of operational processes and assigned service requests.
• Track service requests and transaction outcomes, escalating issues or delays as required to maintain service quality and SLA commitments.

Employee Communication

• Communicate effectively with stakeholders on the status of service requests, transactions, and resolution activities.
• Ensure responsive, professional, and service-oriented interactions while supporting a positive user experience.
• Provide timely updates and escalates issues as required to maintain service quality and SLA commitments.

Key Performance Indicators (KPIs):

• Timely and accurate resolution of employee HR service requests in alignment with defined SLA standards.
• Adherence to documented SOPs, quality benchmarks, and transactional accuracy requirements across HR operations.
• Effective handling of escalations with appropriate documentation and closure within defined timelines.
• Ensure timely and accurate updates to operational records in accordance with established procedures and quality standards.

Skill & Competency Profile (Can make additions at time of hiring):

Technical Skills:

• Case & Escalation Management 1
• Data Validation & Accuracy Checks 2
• Documentation Management 1
• Process Coordination 1
• Operational Reporting 2
• HR Data Administration 1
• Process Optimization 1
• SLA and Quality Control Management 1
• Vendor Management 1
• Employee Communications 2

Functional competencies:

• HR Service Operations Management 1
• Problem Solving & Service Resolution 2
• Service Delivery Excellence 1
• Vendor & Partnership Governance 1
• Stakeholder Communication & Employee Experience 2
• Knowledge Base & SOP Governance 1

Leadership/Behavioral competencies:

Quality of Work, External Focus, Ownership, Communication Skills, Problem Solving, Proactiveness, Collaboration, Expertise and Training & Development

Certifications:

(Can be filled at the time of hiring)

Qualifications & Experience:

• Degree: Graduate/ MBA in Commerce, Business Administration or related fields
• Years of experience: 0-2 years
• Relevant experience: N/A

Contribution to continuous improvement initiatives that enhance service efficiency and reduce repeat case volumes.

Consistent delivery of positive employee experience through clear, professional, and service-oriented communication.