TA Query management

Randstad; Hyderabad; On-site; INR 420,000 - 800,000; Full time

Job summary

Randstad Hyderabad is seeking a Query Management professional to join the Talent Acquisition Operations team. You will own end-to-end resolution of recruitment and onboarding queries received via shared mailboxes and ServiceNow, ensuring timely, accurate responses.

You will triage, diagnose, and route to the right resolver groups, coordinating with recruiters, onboarding, vetting, HR, IT and payroll across geographies, maintaining clear case notes and proactive updates.

Qualifications

• Graduate with HR focus or related field.
• 1–3 years in operations/shared services/TA ops (preferred).
• Exposure to recruitment/onboarding processes and/or HR operations (advantage).
• Exposure to ServiceNow or similar ticketing tools and/or ATS (advantage).

Responsibilities

• Handle recruitment/onboarding queries via email/ServiceNow.
• Provide first-contact resolution or escalate as needed.
• Maintain high-quality case notes and documentation for auditability.
• Coordinate with recruiters, hiring managers, TA partners, onboarding, vetting and HR/IT/payroll teams.
• Monitor SLA targets and provide proactive status updates.

Skills

English proficiency

Customer focus

Problem solving

Stakeholder management

Education

Graduate (HR preferred)

Tools

ServiceNow

ATS

Excel

SharePoint

MS Office

Job description

Query Management job description

Role purpose (overall high-level summary of the role)

• You will be part of a high-performing Talent Acquisition Operations team based in Hyderabad.
• You will own end-to-end resolution of recruitment and onboarding queries received via shared mailboxes and ServiceNow, ensuring timely, accurate responses and strong stakeholder experience.
• You will act as the front door for TA Operations queries: triage, diagnose, resolve where possible, and route/escalate to the right resolver group. (Recruiters/Coordinators/Onboarding/Vetting/HR/IT/Payroll) when needed.
• The role requires coordination with multiple stakeholders across geographies.

Principal Accountabilities and Responsibilities

Day-to-day Operations

• Monitor and action incoming queries across mailboxes and ServiceNow; prioritize based on urgency/impact and agreed SLAs.
• Provide first-contact resolution where possible; otherwise assign/escalate to the appropriate team and track through to closure.
• Maintain high-quality case notes, categorization and supporting documentation to ensure continuity and auditability.
• Draft clear, structured responses in English (issue summary, action taken, next steps, ETA, and ownership).
• Ensure responses are accurate, compliant, and aligned to published processes/knowledge articles and approved templates.
• Liaise with recruiters, hiring managers, TA partners, onboarding, vetting and shared services teams to unblock cases and ensure timely outcomes.
• Manage stakeholder expectations through proactive status updates and clear next steps.
• Apply appropriate checks before sharing information externally; maintain confidentiality and need-to-know” handling of candidate/employee data.
• Identify repeat issues/themes and support improvements (template updates, KB updates, deflection opportunities).
• Support internal controls by ensuring all actions are captured in the system of record (ServiceNow/ATS).

Leadership & Teamwork

• Collaborate closely with the wider TA Operations teams to drive query resolution and share knowledge.
• Contribute to continuous improvement initiatives alongside day-to-day delivery.
• Provide regular queue health updates (volumes, ageing, SLA performance, key themes).

What you will need to succeed in the role (Minimum Qualification and Skills Required)

• Excellent written and verbal English with the ability to communicate clearly and professionally with stakeholders.
• Graduate (HR preferred). 1–3 years experience in operations/shared services/customer support/TA ops (preferred).
• Exposure to recruitment/onboarding processes and/or HR operations (advantage).
• Exposure to ServiceNow (or similar ticketing tools) and/or ATS (advantage; training will be provided).
• Proficient in MS Office with a working knowledge of Excel (filters, basic reporting) and SharePoint/Microsoft Lists (updating lists/forms, uploading/saving documents).
• Strong problem-solving and triage skills; able to work with incomplete information and drive issues to resolution.
• Ability to work across time zones/markets, manage competing priorities, and operate effectively in a high-volume environment.
• Customer service mindset with the confidence to handle sensitive/escalated queries calmly and professionally.
• Accountable for meeting agreed SLA/quality targets (e.g., first response time, closure time, accuracy, stakeholder satisfaction).