Role & responsibilities

- Triage employee and manager HR cases, assign category, urgency and ownership, and resolve within agreed SLA.

- Use policy articles, decision trees and case history to provide accurate written responses to employees and managers.

- Maintain complete case notes, attachments, status updates and resolution rationale for audit readiness.

- Route complex or sensitive cases to Tier 2/Tier 3 owners with clear summary, facts and next-step recommendation.

- Track repeat queries, aging cases and service-quality gaps, and share trends in weekly governance.

- Support case calibration during KT to ensure consistent tone, categorization and escalation discipline.

Competencies Required

- Hands-on experience in hr case management within HR operations, GCC,



GBS or shared services.

- Working knowledge of HR ticketing, case documentation, SLA management and employee data confidentiality.

- Ability to use HR systems and process documentation to execute transactions or resolve employee queries.

- Workday exposure for employee data lookup, transactions, reporting or process validation.

- ServiceNow HRSD or comparable helpdesk / case management workflow experience.

- Robust business English and ability to support global stakeholders from Bangalore GCC shift windows.

📌 HR Generalist || HR Case Management (Bengaluru)
🏢 EY
📍 Bengaluru