To lead and manage the HR Helpdesk team responsible for addressing employee queries across the HR lifecycle, ensuring timely resolution, data accuracy, and a superior employee experience through standardized processes, knowledge management, and digital enablement.

FUNCTIONAL RESPONSIBILITIES

Service Delivery Management

- Lead day-to-day HR Helpdesk operations ensuring timely and accurate resolution of employee queries
- Monitor ticket volumes, service levels, and turnaround times to ensure adherence to defined SLAs
- Establish clear escalation matrices and ensure critical cases are addressed promptly and effectively
- Maintain a consistent and empathetic communication standard across all employee interactions

Process Standardization & Knowledge Management

- Develop and maintain a comprehensive HR knowledge base including FAQs, policy guides, process flows, and communication templates
- Ensure all responses and actions are aligned with company policies, HRSS processes, and statutory guidelines
- Periodically review and update query handling protocols to reflect policy or system changes
- Drive consistency and standardization across all channels (email, ticketing system, calls, self-service portal)

Employee Experience & Self-Service Enablement

- Promote adoption of employee and manager self-service tools within the HRMS and related platforms
- Partner with HR Tech and Communications teams to enhance user experience on self-service portals and chatbots




- Gather employee feedback and identify pain points to proactively improve HR service experience

Data Analysis & Continuous Improvement

- Track and analyze query trends, response patterns, and recurring issues to identify root causes and improvement areas
- Provide insights and recommendations to HRSS leadership on process simplification, automation, and communication needs
- Prepare monthly dashboards and service performance reports for leadership review
- Implement continuous improvement initiatives to reduce manual interventions and enhance efficiency

Governance, Compliance & Stakeholder Management

- Ensure Helpdesk processes comply with internal controls, data privacy norms, and audit requirements
- Collaborate closely with HRBPs, COEs, and HRSS sub-functions to ensure seamless issue resolution and knowledge sharing
- Participate in governance reviews to monitor performance metrics, improvement actions, and alignment with HRSS goals.

EXPERIENCE

- 2+ years of experience in HR Operations or HR Shared Services with robust exposure to employee query management or HR Helpdesk functions
- Familiarity with HR systems (Darwinbox, SuccessFactors, Workday, or equivalent) and service ticketing tools
- Demonstrated ability to drive process improvements and service excellence

Graduate or Postgraduate in Human Resources, Business Administration, or related discipline

📌 Associate HR Helpdesk (India)
🏢 Important Group
📍 India