HR Service Delivery Coordinator

As a Customer Service Representative in the HR Services team, your role involves providing timely and professional responses to customer queries. You will educate customers on the available HR Services and encourage the use of self-service tools such as the HR Portal knowledge base. Additionally, you will assist customers in navigating self-service and HR technology tools as needed.

Key Responsibilities:

• Respond to both routine and complex HR-related queries within your generalist scope and areas of expertise. This includes handling inquiries related to Leaves, Onboarding, Statutory Benefits, Corporate Benefits, Password Resets, General HR Programs, Processes, and Systems.
• Take appropriate investigative actions to determine the root cause of the issue, provide subject matter input, and access necessary information/data for resolution.
• Keep customers informed about the status of their queries, actions taken, and timelines for resolution. Handle escalated customer situations through high-level problem-solving.
• Process transactions to support HR functions, such as background checks, data entry, filing, and sending correspondence.
• Serve as the main interface between Service Delivery and HR COE (Center of Excellence) and other HR colleagues to ensure efficient, accurate, and timely resolution of cases.
• Research and resolve problems in a timely manner, prioritize requests based on urgency, and ensure that escalated requests meet policy, service level standards, and metrics.
• Develop the HR Portal knowledge base and enhance the overall capability of the Service Delivery team by sharing lessons learned and upskilling through example query resolutions. Implement improvement action plans.
• Gain expertise in Workday business processes and support all hire through retire transactions within the required Service Level Agreement (SLA).
• Stay updated on HR initiatives, programs, and policy changes through COE, Market, and Line of Business HRBP contacts. Ensure that the Service Delivery team is well-informed and capable of responding to associated queries.
• Contribute to delivering, maintaining, and enhancing HR services, self-service options, procedures, and processes to boost employee satisfaction, drive performance, and achieve results. Continuously evaluate and identify opportunities for process improvements that enhance customer experiences.

Qualifications Required:

• Excellent communication skills with a focus on professionalism and courtesy when interacting with customers.
• Strong problem-solving abilities and the capacity to handle both routine and complex HR-related queries.
• Ability to prioritize tasks, manage multiple issues simultaneously, and meet deadlines.
• Knowledge of HR processes, tools, and systems is preferred.
• Willingness to learn and adapt to changes in HR initiatives, programs, and policies.

(Note: No additional details of the company were provided in the job description.) As a Customer Service Representative in the HR Services team, your role involves providing timely and professional responses to customer queries. You will educate customers on the available HR Services and encourage the use of self-service tools such as the HR Portal knowledge base. Additionally, you will assist customers in navigating self-service and HR technology tools as needed.

Key Responsibilities:

• Respond to both routine and complex HR-related queries within your generalist scope and areas of expertise. This includes handling inquiries related to Leaves, Onboarding, Statutory Benefits, Corporate Benefits, Password Resets, General HR Programs, Processes, and Systems.
• Take appropriate investigative actions to determine the root cause of the issue, provide subject matter input, and access necessary information/data for resolution.
• Keep customers informed about the status of their queries, actions taken, and timelines for resolution. Handle escalated customer situations through high-level problem-solving.
• Process transactions to support HR functions, such as background checks, data entry, filing, and sending correspondence.
• Serve as the main interface between Service Delivery and HR COE (Center of Excellence) and other HR colleagues to ensure efficient, accurate, and timely resolution of cases.
• Research and resolve problems in a timely manner, prioritize requests based on urgency, and ensure that escalated requests meet policy, service level standards, and metrics.
• Develop the HR Portal knowledge base and enhance the overall capability of the Service Delivery team by sharing lessons learned and upskilling through example query resolutions. Implement improvement action plans.
• Gain expertise in Workday business processes and support all hire through retire transactions within the required Service Level Agreement (SLA).
• Stay updated on HR initiatives, programs, and policy changes through COE, Market, and Line of Business HRBP contacts. Ensure that the Service Delivery team is well-informed