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 explicit 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