Work you'll do

As an Operations Associate on the Human Capital team, you will be responsible for:

- Support employees across assigned geographies with HR queries across the hire-to-retire lifecycle, including payroll, leave administration, benefits, time and attendance, talent, and HR policy.
- Manage employee and stakeholder inquiries across phone, email, chat, webforms, and ticketing tools, ensuring clear communication and closure within service level agreements.
- Monitor helpdesk performance against key metrics, including first contact resolution, average handle time, case resolution time, and customer satisfaction, and escalate variances to the team lead.
- Use HCM and case management platforms to document cases, maintain audit-ready records, and handle sensitive employee data in line with confidentiality and data privacy requirements.
- Identify recurring query themes, support knowledge article and standard operating procedure updates, and contribute to process improvements that improve service quality and efficiency.

The team

Our Insights, Innovation & Operate Offering is designed to enhance key aspects of our clients' businesses by leveraging cutting-edge technology, data, and a blend of deep technical and human expertise. We innovate and deliver creative, industry-specific solutions that streamline operations and accelerate speed-to-value.

Location: Hyderabad

Shift Timings: 24x7 rotating shift model including Night Shifts; weekend coverage as needed

Qualifications

Required:

- Bachelor’s degree in Human Resources,



Business Administration, or a related field
- Experience supporting HR helpdesk, HR shared services, contact center, or business process outsourcing operations
- Experience handling employee inquiries across phone, chat, and email channels
- Experience using one or more HCM platforms, including Workday, SAP SuccessFactors, Oracle HCM, or UKG
- Experience using case management tools, including ServiceNow, Salesforce Service Cloud, or equivalent platforms
- Experience supporting one or more HR process areas, including payroll, perks, leave administration, time and attendance, talent, or HR policy
- Experience maintaining structured case documentation and handling sensitive employee data in line with confidentiality requirements

Preferred:

- 3–5 years of experience in HR helpdesk, HR shared services, or a contact center or business process outsourcing environment
- Experience supporting employees across US, UK, EMEA, or APAC geographies
- Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint
- Experience contributing to knowledge base updates, standard operating procedure maintenance, or process improvement initiatives
- HR certification such as SHRM-CP, CIPD Level 3, or ITIL Foundation

- - Proficiency in Workday or similar systems (e.g., SAP).
- Strong understanding of Oracle or other ERP systems used for financial management.
- Experience working on hire-to-retire processes, including payroll processing.

📌 HR Helpdesk (Hyderabad)
🏢 Deloitte US-India Offices
📍 Hyderabad