Assoc Specialist, People Help & Answer

Job Title: Associate People Operations Specialist 

Level: P1  

Location: Bengaluru, India

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Position Summary:                  

We are looking for a People Operations Associate to join our growing HR Service Delivery Center in Bengaluru. In this role, you will serve as the first point of contact to employees and managers across the globe providing essential Tier 1 HR support.  As Tier 1 support, you will solution a variety of general HR inquiries using our ServiceNow case management system, while executing common HR processes and employee records management in tools like Workday HCM. You will be part of a dynamic, multi-country HR team, ensuring employees and managers receive timely and accurate HR assistance.  

You will work closely with the People Operations Specialists on our team, and other HR team members to address employee inquiries related to HR policies, Total Rewards, HRIS/HR Technology, Global Mobility, Talent Acquisition, and Talent Development. This is an excellent opportunity for someone passionate about becoming a well-rounded HR professional with a continuous improvement mindset. You will also have the chance to contribute to the development of HR knowledge, processes, and systems to improve the overall employee experience. 

Key Responsibilities: 

HR Service Delivery with Care 

• First point of contact for employees and managers across all regions (Americas, Europe, APAC) providing Tier 1 HR support across a broad range of HR topics related to various CoEs  (e.g., Talent Acquisition, Total Rewards, Global Mobility, Talent Development, People Support & Care, etc.). 

• Resolve more common or routine HR questions or requests via ServiceNow or email, by referencing our team’s work instructions, ensuring employees receive timely and accurate responses.  

• Escalate more complex inquiries or issues to the People Operations Specialist team or relevant CoEs when necessary, where resolution may require more extensive research and/or consultation with the CoE.  

• Provide feedback to CoEs sharing insights on case trends to identify opportunities for Teiier 0 and Tier 1 knowledge base enhancement and reducing future Tier 1 cases.   

• Manage your workload efficiently to meet service level agreements (SLAs) for Tier 1 cases and proactively suggest operational improvements.  Generally, resolution for Tier 1 inquiries can be provided within a single employee interaction. 

• Maintain a high standard of customer service and embody a ‘culture of care’ mindset by ensuring every interaction is handled with care, compassion and professionalism.  

Employee Lifecycle Support 

• Support employees and administer HR process completion during key moments in the employee lifecycle, such as candidate interview scheduling, onboarding, benefits enrollment, leave administration, and offboarding. 

• Assist with maintaining employee records and ensuring accuracy in HR systems. 

• Ensure HR processes are executed accurately, aligning with CoE documentation and maintaining high trust and confidence among the CoE teams as work is completed on their behalf. 

• Help facilitate smooth processes by following established guidelines and enhancing team knowledge base as needed where additional documentation would be beneficial for the team. 

HR Policies & Compliance 

• Assist in the administrative tasks related to HR policies, employee record & time-keeping, and mandatory compliance documentation (e.g., background checks, eligibility screenings, etc.). 

• Support in responding to employee inquiries related to compliance, policies, and HR procedures. 

Process Improvement & Knowledge Base Management 

• Create and enhance the team’s internal knowledge base and work instructions to ensure process consistency, efficiency, and effectiveness. 

• Assist in taking notice of case trends to identify potential gaps in employee-facing HR knowledge base and service delivery. 

• Provide trend feedback to the CoEs promoting documentation of Tier 0 FAQ, contributing to the enhancement of the Knowledge Base to ensure employees have access to accurate, up-to-date information to resolve their inquiries without unnecessary human intervention. Solid Tier 0 documentation will be critical for future implementation of AI, technology-enabled answers. 

Required Skills and Qualifications: 

• Education: Bachelor’s degree in human resources, a related field, or equivalent experience. 

• Experience: Minimum of 1 year of experience in a HR Generalist or HR Ooperations, or a similar role.  Prior experience within a Shared Services or HR Operations Center is a plus, but not required. 

• Systems Knowledge: Basic experience with an HRIS (preferably Workday HCM).  Familiarity with a case management platform (i.e. ServiceNow) is advantageous.  Proficiency in Microsoft Office (Excel, Word, PowerPoint).  

• Communication Skills: Strong written and verbal communication skills in English. Comfort with writing emails and responding to inquiries through HR platforms (e.g., ServiceNow) is essential. 

• Customer Service Orientation: Strong desire to help employees by delivering quality service with attention to detail. Patience and empathy are key traits. 

• Problem-Solving Skills:  Ability to address general HR inquiries and tasks effectively, with a passion for continuous learning and contributing to process improvements.  After some amount of proper research or investigation, Ability to discern when to escalate more complex issues to the appropriate team members for resolution through research and investigation. 

• Organization & Time Management Skills: Ability to manage multiple tasks and priorities, with strong attention to detail and accuracy.