Role Purpose (1–3 lines): Support day-to-day backend operations through transaction processing, ticket/service request management, documentation, and operational support activities. Follow established SOPs and workflows to ensure SLA adherence, data accuracy, compliance, and high-quality service delivery. This entry-level role requires the incumbent to learn processes quickly and efficiently execute assigned responsibilities with a strong focus on accuracy and operational excellence.

• Key Responsibilities:

HR Service Desk & Case Management

• Manage employee queries and service requests through HR case management systems.
• Ensure timely case resolution aligned with defined SLAs and quality standards.

Service Delivery Execution

• Execute backend operational transactions end to end, including timecard processing, reconciliations, invoicing support, data validation, and other back-office service delivery activities.
• Follow established SOPs, standard workflows, and process guidelines to ensure consistent and productive execution.
• Ensure compliance with defined controls,



accuracy standards, and validation requirements, delivering high-quality outputs with minimal errors.

Escalation & Issue Resolution

• Identify and resolve routine employee issues independently.
• Collaborate with senior team members for moderately complex case resolution, escalate when required to the necessary stakeholders for timely support.
• Track escalations and ensure closure within defined timelines.

HR Data Administration

• Perform transaction validations and quality checks to ensure accuracy and compliance with defined process standards.
• Manage and maintain process documentation, and records in line with operational requirements.
• Support reporting activities through timely and accurate data updates and information maintenance.

SOP & Knowledge Base Support

• Follow documented SOPs and contribute to updating FAQs or knowledge articles when gaps are identified.
• Support document

📌 Coordinator– HR Shared Services (Chennai)
🏢 CBTS
📍 Chennai