Coordinator– HR Shared Services

<div><strong> Role Purpose (1–3 lines): </strong>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.</div><div> </div><div><strong>2. Key Responsibilities:</strong></div><div><strong>HR Service Desk &amp; Case Management</strong></div><div>· Manage employee queries and service requests through HR case management systems.</div><div>· Ensure timely case resolution aligned with defined SLAs and quality standards.</div><div> </div><div><strong>Service Delivery Execution</strong></div><div>· Execute backend operational transactions end to end, including timecard processing, reconciliations, invoicing support, data validation, and other back-office service delivery activities.</div><div>· Follow established SOPs, standard workflows, and process guidelines to ensure consistent and efficient execution.</div><div>· Ensure compliance with defined controls, accuracy standards, and validation requirements, delivering high-quality outputs with minimal errors.</div><div><br></div><div><strong>Escalation &amp; Issue Resolution</strong></div><div>· Identify and resolve routine employee issues independently.</div><div>· Collaborate with senior team members for moderately complex case resolution, escalate when required to the necessary stakeholders for timely support.</div><div>· Track escalations and ensure closure within defined timelines.</div><div> </div><div><strong>HR Data Administration</strong></div><div>· Perform transaction validations and quality checks to ensure accuracy and compliance with defined process standards.</div><div>· Manage and maintain process documentation, and records in line with operational requirements.</div><div>· Support reporting activities through timely and accurate data updates and information maintenance.</div><div> </div><div><strong>SOP &amp; Knowledge Base Support</strong></div><div>· Follow documented SOPs and contribute to updating FAQs or knowledge articles when gaps are identified.</div><div>· Support documentation standardization efforts for all processes under guidance.</div><div> </div><div><strong>Coordination Support</strong></div><div>· Coordinate with relevant stakeholders to support smooth execution of operational processes and assigned service requests.</div><div>· Track service requests and transaction outcomes, escalating issues or delays as required to maintain service quality and SLA commitments.</div><div> </div><div><strong>Employee Communication</strong></div><div>· Communicate effectively with stakeholders on the status of service requests, transactions, and resolution activities.</div><div>· Ensure responsive, professional, and service-oriented interactions while supporting a positive user experience.</div><div>· Provide timely updates and escalate issues as required to maintain service quality and SLA commitments.</div><div> </div><h1><strong style="color: windowtext;">3. Key Performance Indicators (KPIs): </strong></h1><div>· Timely and accurate resolution of employee HR service requests in alignment with defined SLA standards.</div><div>· Adherence to documented SOPs, quality benchmarks, and transactional accuracy requirements across HR operations.</div><div>· Effective handling of escalations with appropriate documentation and closure within defined timelines.</div><div>· Ensure timely and accurate updates to operational records in accordance with established procedures and quality standards.</div><h1><strong style="color: windowtext;">1. Skill &amp; Competency Profile (Can make additions at time of hiring):</strong></h1><div>· <strong>Technical Skills: </strong></div><div class="ql-align-center"><strong style="color: black;">SKILL</strong></div><div class="ql-align-center"><strong style="color: black;">LEVEL</strong></div><div>Case &amp; Escalation Management</div><div>1</div><div>Data Validation &amp; Accuracy Checks</div><div>2</div><div>Documentation Management</div><div>1</div><div>Process Coordination</div><div>1</div><div>Operational Reporting</div><div>2</div><div>HR Data Administration</div><div>1</div><div>Process Optimization</div><div>1</div><div>SLA and Quality Control Management</div><div>1</div><div>Vendor Management</div><div>1</div><div>Employee Communications</div><div>2</div><div> </div><div>· <strong>Functional competencies:</strong></div><div class="ql-align-center"><strong style="color: black;">COMPETENCY</strong></div><div class="ql-align-center"><strong style="color: black;">LEVEL</strong></div><div>HR Service Operations Management</div><div>1</div><div>Problem Solving &amp; Service Resolution</div><div>2</div><div>Service Delivery Excellence</div><div>1</div><div>Vendor &amp; Partnership Governance</div><div>1</div><div>Stakeholder Communication &amp; Employee Experience</div><div>2</div><div>Knowledge Base &amp; SOP Governance</div><div>1</div><div>· <strong>Leadership/Behavioral competencies: </strong>Quality of Work, External Focus, Ownership, Communication Skills, Problem Solving, Proactiveness, Collaboration, Expertise and Training &amp; Development</div><div><strong>2. Certifications:</strong> (Can be filled at the time of hiring)</div><h1><strong style="color: windowtext;">3. Qualifications &amp; Experience:</strong></h1><div>· <strong>Degree: </strong>Graduate/ MBA in Commerce, Business Administration or related fields</div><div>· <strong>Years of experience: </strong>0-2 years</div><div>· <strong>Relevant experience:</strong> N/A</div><div><br></div><div>· Contribution to continuous improvement initiatives that enhance service efficiency and reduce repeat case volumes.</div><div>· Consistent delivery of positive employee experience through clear, professional, and service-oriented communication.</div>