PD
Genpact
2 - 5 years
Hyderabad
Posted: 21/05/2025
Job Description
Responsibilities
Respond to employee queries - Tier 1 and Tier 2
Resolving Tier 1 inquiries (email, phone, voicemail, chat, ServiceNow or other client systems used for case management)
Manage outbound communications with respect to associate queries
Assign to case Inquiry to Tier 2/ Tier 3 as required
Escalate and handover Tier 3 queries to CoE or HRBP
Resolve and research associate queries as required, inc. Annual Processes (i.e., annual compensation, open enrolment, etc.)
Case management and case triaging inc. update case status on case management tool
Manage concierge service requests
Manage associates documentation (store / retrieve / create)
Administration of inbound mail received for the shared services
Follow quality requirements & act in compliance to local laws & regulations
Additional responsibilities from quality area, leading improvements, providing trainings
Maintain process documentation & document templates
Support content upload and updates on client portal (or its replacement), manage
inquiries related to client Portal (or its replacement) and access requests
Review portal content policy changes made by CoE, and Workday (or its replacement) guides to ensure updated and current content is reflected on portal
Perform translation activities
Generate employment verification letters
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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