SME - HR Operations

Jones Lang LaSalle Property Consultants (India) Pv t. Ltd.; Chandigarh; On-site; INR 8,00,000 - 12,00,000; Full time

Job summary

A leading property consultancy in Chandigarh is looking for an HR professional to enhance the customer experience through efficient communication and oversight of HR processes. The ideal candidate will have strong customer service skills, excellent communication abilities, and at least 6 years of experience in HR client services. This role demands a proactive approach in managing HR queries and ensuring quality adherence to operational standards.

Qualifications

• 6+ years of experience in HR client services role preferred.
• Knowledge of Case Management tool (Service-now) is an added advantage.
• Ability to resolve complex queries with efficiency.

Responsibilities

• Excellent customer service skills using efficient processes.
• Manage and allocate workload to meet departmental objectives.
• Conduct root cause analysis for key HR issues.

Skills

Strong communication and interpersonal skills

Problem-solving aptitude

Commitment to continuous learning

Very Good understanding of HR Service practices

Customer service mindset

Excellent written and verbal communication skills

Education

Bachelor's or master's degree in human resources or related field

Tools

Workday/Success-factor HR system

Service-now

MS Office Suite (Word, Excel, Outlook)

Job description

What this job involves:

• Work effectively across a variety of communication channels (Case, Emails, MS Team) with a strong focus on creating a positive customer experience.
• Demonstrate high proficiency in HR processes and standard operating procedures.
• Resolve Tier 1 and Tier 2 queries and transactions related to core HR business processes.
• Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as outlined in SOPs and operational framework.
• Following first time right approach in providing accurate resolution and reducing re-opening of cases
• Communicate and direct employees to appropriate documentations or procedures needed to resolve the query/ issue.
• Handle escalations from process partners, HRs and provide RCA to Team Lead
• Take Ownership of deliverables and propose action plan to Team Lead
• Own Quality Check process on the Key/Critical HR transactions processed by team as defined in the Quality framework.
• Conduct root cause analysis for key issues, supported by CRM platform, advising management of trends or patterns.
• Actively participate client calls with the process partners on a regular basis and ensures required documentation.
• Accountable to Create/Update/Review Process Maps and SOPs of related HR processes and work closely with team and Content Owners to ensure all documents are up to date
• Manage team workload and allocate resources to meet departmental objectives
• Collaborate with cross-functional teams to deliver projects and initiatives on time
• Implement team processes and workflows to improve efficiency and productivity
• Foster an inclusive team culture that encourages innovation and collaboration
• Maintaining data on Location Creation, Data Correction, transaction rescinds and System Security requests etc. in Workday.
• Demonstrate high proficiency in HR processes and standard operating procedures with ability to resolve complex queries.
• Working with and assisting global employee/HR users from APAC, EMEA & AMR.
• Manage Global compensation audits and reports.
• Communicate and distribute processes, policies, and other relevant documentation to employees, needed to resolve the query/issue.
• Managing semi-functional issues in Workday and EIB Validations and Mass uploads.
• Manage One-time payments bulk uploads and comp requests.
• Managing & Coordinating queries on Case management tool Service now effectively.
• Assist SME/Sr. SME with building and maintenance of a Knowledgebase for Case Management.
• Active participation on any new transitions and documents creation.
• Managing semi-functional issues in Workday and act as a bridge between Tier 1 & Tier 2 technical teams.
• Update/Review SOPs and Process Maps on a regular basis based on new inputs/changes/updates in any of the existing processes
• Quality Check on the Key/Critical transactions processed by team as defined in the Quality framework.
• Ability to identify and escalate complex queries to appropriate stakeholders
• Adhere to agreed KPIs, KRAs, SLAs and customer service standards
• Managing client calls with the Global process partners on a regular basis and ensures required documentation

Key Skills

• Strong communication and interpersonal skills
• Problem-solving aptitude and ability to make decisions
• Commitment to continuous learning and professional development
• Very Good understanding of HR Service practices, processes, and procedures
• Above-and-beyond customer service mindset
• Security focus with dealing with sensitive HR data.
• Excellent written and verbal communication skills is a must.
• Knowledge of Case Management tool (Service-now) an added advantage
• Knowledge on MS Office Suite skills (Word, Excel, Outlook)
• Previous experience with any (Workday/Success-factor) HR system/platform/technology is preferred.
• Bachelors or masters degree in human resources or related field
• 6+ years of experience in HR client services role preferred.

Sound like you. In this role, your key responsibilities will include:

• Excellent Customer service skills using efficient processes
• Highly Employee and Customer centric
• Highly Organized and Self-disciplined
• Ability to work in a fast-paced environment with constant & tight deadlines.
• Ability to adapt and drive change to derive efficiencies/productivity.
• Result oriented with the ability to manage competing priorities and multiple stakeholders.
• Proactive in achieving resultswith great attention to details.
• Excellent teamwork interaction and orientation