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Shift & Work Schedule

- Work 5 days per week on a monthly rotational shift schedule.
- Monthly rotational shift. Must be willing and flexible to work (7:30 am to 11:30 pm)

Employee Support & Query Resolution

- Address and resolve employee queries related to HR policies, processes, and procedures through calls, emails, and ticketing systems.
- Provide accurate, timely, and consistent resolutions while maintaining a high level of customer service.
- Utilize the HR knowledge base to ensure standardized and accurate responses.

Case Management

- Record, track, and manage employee inquiries and requests using case management tools.
- Maintain accurate case documentation, communicate resolutions, and ensure timely closure.
- Take end-to-end ownership of assigned cases until resolution.

HR Transactions & Systems

- Perform accurate and timely data entry, updates, and corrections for HR transactions.
- Research, navigate, and troubleshoot HR processes across multiple HR applications and systems.
- Prepare and issue HR-related documents based on employee and business requirements.

Stakeholder Coordination & Escalation





- Coordinate with Subject Matter Experts (SMEs), Centers of Excellence (COEs), Regional HR (RHR), and Business Unit HR (BU HR) to resolve employee requests.
- Escalate complex or specialized cases to the appropriate teams when additional functional expertise is required.
- Ensure effective communication and timely follow-up with relevant stakeholders.

Performance & Service Delivery

- Achieve established service, productivity, accuracy, and quality objectives.
- Ensure all employee requests are handled in accordance with defined SLAs and service standards.

Knowledge Management

- Update and maintain FAQs, knowledge base articles, process documentation, solutions, and troubleshooting guides.
- Ensure HR support documentation remains accurate, relevant, and up to date.

Process Improvement & Projects

- Participate in continuous process improvement initiatives to enhance operational efficiency and employee experience.
- Identify opportunities to improve existing HR processes and service delivery.
- Support and participate in key departmental projects and initiatives as assigned

- HR Records Management: Maintain accurate employee data and ensure timely updates in HR systems.
- Employee Experience & Coordination: Act as the first point of contact and coordinate with relevant HR teams for smooth, confidential, and employee-friendly resolution

📌 Sr. Analyst - HR Shared Services (Pune)
🏢 Tata Communications
📍 Pune