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 robust 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 efficient 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 documentation standardization efforts for all processes under guidance.

Coordination Support

- Coordinate with relevant stakeholders to support smooth execution of operational processes and assigned service requests.
- Track service requests and transaction outcomes, escalating issues or delays as required to maintain service quality and SLA commitments.

Employee Communication

- Communicate effectively with stakeholders on the status of service requests, transactions, and resolution activities.
- Ensure responsive, professional, and service-oriented interactions while supporting a positive user experience.
- Provide timely updates and escalate issues as required to maintain service quality and SLA commitments.
- Key Performance Indicators (KPIs):
- Timely and accurate resolution of employee HR service requests in alignment with defined SLA standards.
- Adherence to documented SOPs, quality benchmarks, and transactional accuracy requirements across HR operations.




- Effective handling of escalations with appropriate documentation and closure within defined timelines.
- Ensure timely and accurate updates to operational records in accordance with established procedures and quality standards.
- Skill &
- Competency Profile (Can make additions at time of hiring):
- Technical Skills:

SKILL

LEVEL Case &

- Escalation Management

1

Data Validation &

- Accuracy Checks

2

Documentation Management

1

Process Coordination

1

Operational Reporting

2

HR Data Administration

1

Process Optimization

1

SLA and Quality Control Management

1

Vendor Management

1

Employee Communications

2

- Functional competencies:

COMPETENCY

LEVEL

HR Service Operations Management 1

Problem Solving &

- Service Resolution

2

Service Delivery Excellence

1

Vendor &

- Partnership Governance

1

Stakeholder Communication &

- Employee Experience

2

Knowledge Base &

- SOP Governance

1
- Leadership/Behavioral competencies: Quality of Work, External Focus, Ownership, Communication Skills, Problem Solving, Proactiveness, Collaboration, Expertise and Training &
- Development
- Certifications: (Can be filled at the time of hiring)
- Qualifications &
- Experience:
- Degree: Graduate/ MBA in Commerce, Business Administration or related fields
- Years of experience: 0-2 years
- Relevant experience: N/A
- Contribution to continuous improvement initiatives that enhance service efficiency and reduce repeat case volumes.
- Consistent delivery of positive employee experience through clear, professional, and service-oriented communication.

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