Query Management

Role purpose (overall high-level summary of the role)

- You will be part of a high-performing Talent Acquisition Operations team based in Hyderabad.
- You will own end-to-end resolution of recruitment and onboarding queries received via shared mailboxes and ServiceNow, ensuring timely, accurate responses and strong stakeholder experience.
- You will act as the front door for TA Operations queries: triage, diagnose, resolve where possible, and route/escalate to the right resolver group. (Recruiters/Coordinators/Onboarding/Vetting/HR/IT/Payroll) when needed.
- The role requires coordination with multiple stakeholders across geographies.

Principal Accountabilities and Responsibilities Day-to-day Operations

- Monitor and action incoming queries across mailboxes and ServiceNow; prioritize based on urgency/impact and agreed SLAs.
- Provide first-contact resolution where possible; otherwise assign/escalate to the appropriate team and track through to closure.
- Maintain high-quality case notes, categorization and supporting documentation to ensure continuity and auditability.
- Draft clear, structured responses in English (issue summary, action taken, next steps, ETA, and ownership).
- Ensure responses are accurate, compliant, and aligned to published processes/knowledge articles and approved templates.
- Liaise with recruiters, hiring managers, TA partners, onboarding, vetting and shared services teams to unblock cases and ensure timely outcomes.
- Manage stakeholder expectations through proactive status updates and transparent next steps.
- Apply appropriate checks before sharing information externally; maintain confidentiality and need-to-know” handling of candidate/employee data.




- Identify repeat issues/themes and support improvements (template updates, KB updates, deflection opportunities).
- Support internal controls by ensuring all actions are captured in the system of record (ServiceNow/ATS).

Leadership & Teamwork
- Collaborate closely with the wider TA Operations teams to drive query resolution and share knowledge.
- Contribute to continuous improvement initiatives alongside day-to-day delivery.
- Provide regular queue health updates (volumes, ageing, SLA performance, key themes).

What you will need to succeed in the role (Minimum Qualification and Skills Required)
- Excellent written and verbal English with the ability to communicate clearly and professionally with stakeholders.
- Graduate (HR preferred). 1–3 years experience in operations/shared services/customer support/TA ops (preferred).
- Exposure to recruitment/onboarding processes and/or HR operations (advantage).
- Exposure to ServiceNow (or similar ticketing tools) and/or ATS (advantage; training will be provided).
- Proficient in MS Office with a working knowledge of Excel (filters, basic reporting) and SharePoint/Microsoft Lists (updating lists/forms, uploading/saving documents).
- Strong problem-solving and triage skills; able to work with incomplete information and drive issues to resolution.
- Ability to work across time zones/markets, manage competing priorities, and operate effectively in a high-volume environment.
- Customer service mindset with the confidence to handle sensitive/escalated queries calmly and professionally.
- Accountable for meeting agreed SLA/quality targets (e.g., first response time, closure time, accuracy, stakeholder satisfaction).

📌 TA Query management (Hyderabad)
🏢 Randstad
📍 Hyderabad