- Act as the central contact point for all employee HR queries across locations.
- Receive, understand and acknowledge employee queries promptly.
- Identify the relevant HR/function POC and allocate the query for resolution.
- Maintain a centralized query tracker with transparent ownership, status, timelines and closure details.
- Proactively and continuously follow up with concerned POCs until closure.
- Keep the employee updated regularly rather than making them repeatedly follow up with HR.
- Escalate delayed, unresolved or critical concerns to the appropriate HR leadership.
- Ensure no employee query is missed, ignored or left without proper closure.
- Identify recurring employee issues and highlight process gaps to improve the overall employee experience.
- Drive employee engagement, happiness and experience initiatives as required.
- Be available and reachable for employee concerns and critical situations, with appropriate responsiveness outside regular working hours.
Must-Have Candidate Profile This role requires the right personality more than just HR knowledge. The ideal candidate must be:
- Extremely polite, humble and respectful
- Calm and patient under pressure
- Able to remain professional even when the other person is angry, rude, impatient or difficult
- Naturally empathetic, helpful and service-oriented
- A strong listener who understands concerns before responding
- Excellent at follow-ups and comfortable chasing multiple stakeholders for closure
- Highly organised and capable of handling multiple queries simultaneously
- Strong in verbal and written communication
- Comfortable working with employees across multiple locations and levels
- Willing to take ownership rather than simply redirecting a query
- Available and responsive
Experience & Qualification
- 2 to 5 years of experience in Employee Experience, Employee Relations, HR Helpdesk, HR Success or a similar role.
- Experience in handling employee queries in a multi-location organisation will be preferred.
Key Success Measure No employee should feel that their query has been ignored or that they do not know whom to approach.
The role holder should ensure:
One query One owner Regular follow-up Timely update Proper closure.