Sr. Analyst - HR Shared Services

Tata Communications; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

Tata Communications Limited is seeking an HR Support professional in Pune to handle employee queries, manage cases, and ensure timely resolutions. The role involves coordinating with HR teams and stakeholders to maintain service quality.

The position focuses on accurate data entry, knowledge-base usage, and adherence to SLAs while supporting HR processes and documentation.

Qualifications

• Experience in HR case management and employee query handling.
• Familiarity with HR policies, processes, and procedures.
• Ability to use HR knowledge bases and ticketing systems.

Responsibilities

• Address and resolve employee queries related to HR policies, processes, and procedures through calls, emails, and ticketing systems.
• Provide accurate, timely, and consistent resolutions while maintaining a high level of customer service.
• Utilize the HR knowledge base to ensure standardized and accurate responses.
• Record, track, and manage employee inquiries and requests using case management tools.
• Maintain accurate case documentation, communicate resolutions, and ensure timely closure.
• Take end-to-end ownership of assigned cases until resolution.
• Perform accurate data entry, updates, and corrections for HR transactions.
• Research, navigate, and troubleshoot HR processes across HR applications and systems.
• Prepare and issue HR-related documents based on employee and business requirements.
• Coordinate with SMEs, COEs, RHR, and BU HR to resolve employee requests.
• Escalate complex cases and ensure timely follow-up with stakeholders.
• Achieve service, productivity, accuracy, and quality objectives.
• Ensure requests are handled in accordance with SLAs and standards.
• Update & maintain FAQs, knowledge base articles, and process documentation.
• Participate in process improvement initiatives to enhance efficiency and employee experience.

Job description

Shift Work Schedule

• Work 5 days per week on a monthly rotational shift schedule.
• Monthly rotational shift. Must be willing and flexible to work (7:30 am to 11:30 pm)

Employee Support Query Resolution

• Address and resolve employee queries related to HR policies, processes, and procedures through calls, emails, and ticketing systems.
• Provide accurate, timely, and consistent resolutions while maintaining a high level of customer service.
• Utilize the HR knowledge base to ensure standardized and accurate responses.

Case Management

• Record, track, and manage employee inquiries and requests using case management tools.
• Maintain accurate case documentation, communicate resolutions, and ensure timely closure.
• Take end-to-end ownership of assigned cases until resolution.

HR Transactions Systems

• Perform accurate and timely data entry, updates, and corrections for HR transactions.
• Research, navigate, and troubleshoot HR processes across multiple HR applications and systems.
• Prepare and issue HR-related documents based on employee and business requirements.

Stakeholder Coordination Escalation

• Coordinate with Subject Matter Experts (SMEs), Centers of Excellence (COEs), Regional HR (RHR), and Business Unit HR (BU HR) to resolve employee requests.
• Escalate complex or specialized cases to the appropriate teams when additional functional expertise is required.
• Ensure effective communication and timely follow-up with relevant stakeholders.

Performance Service Delivery

• Achieve established service, productivity, accuracy, and quality objectives.
• Ensure all employee requests are handled in accordance with defined SLAs and service standards.

Knowledge Management

• Update and maintain FAQs, knowledge base articles, process documentation, solutions, and troubleshooting guides.
• Ensure HR support documentation remains accurate, relevant, and up to date.

Process Improvement Projects

• Participate in continuous process improvement initiatives to enhance operational efficiency and employee experience.
• Identify opportunities to improve existing HR processes and service delivery.
• Support and participate in key departmental projects and initiatives as assigned

• HR Records Management: Maintain accurate employee data and ensure timely updates in HR systems.
• Employee Experience Coordination: Act as the first point of contact and coordinate with relevant HR teams for smooth, confidential, and employee-friendly resolution