Job highlights

- Escalating unresolved queries to the next level of support. Collaborating with other HC Teams wherever required to get the queries resolved. Keep the concerned employee informed of expected completion date,including when the item is escalated for further action.
- Preferred skill sets

& Summary

At PwC, our people in people operations primarily focus on managing the people lifecycle and the day-to-day operational tasks related to managing employees. This includes activities such as employee onboarding, offboarding, payroll and perks administration, absence management, employee record-keeping, compliance with labour laws and regulations, and managing employee inquiries and issues. These individuals enable HR processes and systems to run smoothly in order to efficiently support our workforce. Those in human resource operations at PwC will focus on all areas of Human Resources and the business in executing Human Resources related transactions and administrative activities. You will be a primary HR point of contact in the resolution, escalation or routing of inquiries as needed in line with HR protocols and guidelines, as well as be part of a team of problem solvers that help solve complex business issues from strategy to execution.

A career in our Human Resources, within Internal Firm Services, will provide you with the opportunity to make a difference at PwC by helping to fully leverage the skills and talents of all our people. You ll focus on helping the local offices in driving the Firm s people strategy, creating a unique people experience for each individual, and supporting our Firm wide values by working with the core competencies that measure and drive individual and Firm wide success in the marketplace.

Our Human Resources teams support initiatives and programmes including, customer support, business operations, data and analytics, technology systems, recruitment services and on-boarding,



workforce mobility, contingent workforce, and people and programmes support.

Responsibilities

- Address HC queries raised through the query management tool including - online chat, e-mail or call (if applicable)
- Recording all responses and updating FAQ s for on the spot resolution
- Resolve queries within agreed SLA and publish individual reports on volume handled & achieved SLA s
- Record and track queries received and follow through to ensure each query is resolved within agreed SLA
- End to end query resolution including - acknowledging, tracking, resolving, routing and redirecting queries
- Escalating unresolved queries to the next level of support
- Collaborating with other HC Teams wherever required to get the queries resolved
- Keep the concerned employee informed of expected completion date, including when the item is escalated for further action
- Accurate collection of query details and employee data
- Provide general information to concerned employee on policies & procedures and answer questions based on FAQs
- Ensure query resolution of high quality and response to employee is accurate, relevant and easy to understand
- Document and record the unique instances to build repository of standard responses or FAQ answers in central repository
- Refer to HC Policies and processes by performing regular walkthrough, to identify general issues or queries and associates responses
- Keeping update to date with new HC processes and policies
- Regularly upgrade technical knowledge on tool being used for query management

Mandatory skill sets

- HR operations
- HR Service desk
- HC Shared services
- service now helpdesk

Preferred skill sets

- Human capital
- Human resource

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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