Executive - People Services Advisor

Job Description

A Frontline HR Query Management Executive who should handle end-to-end HR queries across the entire employee lifecycle in a global company. Experience: 3–5 years in HR operations, employee support, or shared services A) Employee Support & Query Resolution • First point of contact for employees regarding all HR-related queries. • Ensures prompt and accurate responses within SLA timelines. • Uses a ticketing system to log, track, and resolve cases efficiently. B) HR Policy & Compliance Guidance •Provides guidance on global and local HR policies, ensuring compliance. • Advises on benefits, payroll, and taxation regulations across different geographies. C) HR Systems & Self-Service Enablement • Supports employees in navigating HR tech platforms (HRIS, self-service portals, etc.). •Trains employees and managers on new system features or process changes. D) Case Escalation & Resolution Management •Escalates complex queries to specialized HR teams (e.g., Payroll, Employee Relations). • Follows up on escalated cases to ensure closure and resolution. E) Employee Experience & Insights • Analyzes query trends to identify recurring issues and recommend process improvements. • Collaborates with HR leadership to enhance employee experience. Key Competencies & Skills A. Functional Skills HR Knowledge – Strong understanding of policies, payroll, benefits, and compliance. HR Systems Proficiency – Familiarity with HRMS platforms Query Management – Ability to handle multiple queries and meet resolution SLAs. Documentation & Compliance – Maintains records of HR interactions, ensuring audit readiness. B. Soft Skills & Behavioral Traits Empathy & Employee-Centric Approach – Engages employees with a problem-solving mindset. Communication & Multilingual Ability – Articulates responses clearly in different languages (if needed). Time Management & Prioritization – Balances high query volumes with efficiency. Attention to Detail – Ensures accuracy in responses and process adherence. Cultural Sensitivity – Understands regional nuances in HR policies and employee expectations. Key Metrics for Success First-Response Time: Queries acknowledged within 4–6 hours Resolution Time: 90% of cases closed within 48–72 hours Employee Satisfaction Score: Maintains 85%+ satisfaction rating Knowledge Base Utilization: 50% of employees use self-service options post-training