Solution Center Specialist II

Jobtailor; Gurugram District; On-site; INR 500,000 - 700,000; Full time

Job summary

McCormick & Company is seeking an HR Specialist II in Gurugram, Haryana to provide daily support within the HR Solutions Center team. The role involves managing employee inquiries, ensuring accuracy in documentation, and improving processes while delivering high-quality service.

Candidates must possess a Bachelor's degree and 1-3 years of call center experience. The position requires attention to detail, and strong collaborative skills, and offers opportunities for continuous learning.

Qualifications

• Bachelor's degree is a must.
• 1-3 years of call center experience.
• 1-2 years in project management.

Responsibilities

• Provide daily service delivery within the HR Solutions Center team.
• Document all transactions and follow service standards.
• Manage inquiry follow-ups and task execution.

Skills

Attention to detail

Collaborative work

Project management

Customer service

Education

Bachelor's degree

Job description

HR Specialist II

At McCormick, we bring our passion for flavor to work each day. We encourage growth, respect everyone's contributions and do what's right for our business, our people, our communities and our planet. Join us on our quest to make every meal and moment better.

Position Overview

Responsible for providing daily service delivery within the HR Solutions Center team for designated customer groups with consistently reliable and highly engaging service. Answers customer/employee inquiries leveraging a variety of technology and manual systems, processes and tools. Answers employee inquiries across a range of simple to medium complexity following the Tier system. Escalates concerns and effectively synthesizes information from a variety of sources to respond in a timely manner. Provides support to other team members as needed and works collaboratively to solve problems. Takes on solutions of increased complexity. Ensures day‑to‑day tasks are resolved and partners with team members, team leader and manager on the effective delivery of daily/weekly/monthly tasks. Identifies key dependencies that may lead to enhanced customer service for employee inquiries. May participate in projects and can also manage a variety of cyclical events that occur yearly, monthly or quarterly. Carries a mindset of continuous improvement and regularly provides insights to support the development of improved processes and services. Can train and onboard others. Accountable for ensuring a consistent customer experience, controls (including SOX) and compliance within the team assigned.

Shift timings

05:30 PM - 02:00 AM IST

Key Responsibilities

• Focuses on pre‑boarding process in HR Operational department for candidates from different countries.
• Proactively responds to customer/employee inquiries leveraging a variety of technology and manual administrative systems, processes and tools.
• Documents all transactions and consistently follows standards and operating practices for service documentation.
• During service delivery, is highly engaging, consistently reliable, and achieves employee satisfaction with a high‑quality level of service and in compliance with Solutions Center in‑scope processes and at or above KPI targets.
• Manages task execution with some guidance as needed from next‑level colleagues.
• Accurately moves inquiries across process flow owners (e.g., employee, other HR teams, HRBP, manager).
• Ensures accuracy in documentation, administration and follow‑through of all employee lifecycle services.
• Works with partners as needed to ensure questions to process or inquiry are resolved in a timely manner.
• Ensures compliance (e.g., SOX) and best practices are learned, understood and followed to standard.
• Escalates when questions arise to ensure compliance and quality of service are never compromised.
• Correctly addresses escalations by partnering with peers, next‑level peers, team leaders and team managers.
• Manages follow‑up and timing in partnership with team management but with a high level of operating independence on most inquiry types.
• Conducts follow‑up and service calls to ensure inquiry and service closure.
• Administrates to closure including documentation.
• Pick up next‑level case support to progress solutions to closure in partnership with peers.
• Works on process excellence within own area of responsibility and recommends process improvements, supporting implementation of the improvements.
• Trains others on process flow and provides support to colleagues as needed.
• Supports integration of new processes, makes recommendations for seamless integration and provides service transition support.
• Engages in continuous learning for self, seeks resources to continuously learn and bring insights forward.
• Collaborates to resolve matters of increased complexity.

Required Qualifications & Experience

• Bachelor's degree is a must.
• 1‑3 years of call center experience.
• 1‑2 years of managing projects or participating in project teams.
• Attention to detail and engaging in collaborative work teams.
• Experience within HR business function is ideal.
• Demonstrated experience in delivering services and providing advisory to others.
• Preferred experience with multicultural and/or remote customers.

Equal Employment Opportunity Statement

McCormick & Company is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.