Role Summary:
Leads the HR Helpdesk team, ensuring timely and accurate resolution of employee queries while maintaining high levels of satisfaction. Oversees team performance, manages escalations, and partners with HR stakeholders to improve processes and service delivery. Transactions and query management for areas such as onboarding, leaves, payroll, benefits, documentation, workforce/ systems etc.
Role Responsibilities –
- Supervise team in managing HR queries and concerns.
- Monitor daily operations, allocate workloads, and ensure SLA/quality standards are met.
- Handle major employee grievances and partner with HR/ER teams for resolution.
- Analyze helpdesk trends, prepare reports, and recommend improvements.
- Drive training, knowledge-sharing, and continuous learning within the team.
- Act as the key liaison between HR leadership and the helpdesk team.
- Promote a culture of accountability, collaboration, and employee-centric service delivery.
Qualification –
- 5–7 years of HR operations/helpdesk experience, with at least 2 years in a supervisory role.
- Strong leadership and people management skills.
- In-depth knowledge of HR processes, systems, and employee relations practices.
- Ability to handle sensitive and escalated cases with professionalism.
- Strong stakeholder management, analytical, and reporting skills.
- Demonstrate ability and integrity when working with confidential data
- Excellent oral and written communication skills alongside an ability to multitask, strong attention to detail and be able to work autonomously
- Strong service orientation with demonstrated desire and willingness to serve the team and its customers
- Ability to take initiative; be proactive without waiting for direction; strong sense of personal accountability
- Ability to multitask and manage high-volume queries
- Strong understanding of HR lifecycle, policies, and employment regulations
- Analytical mindset for identifying patterns in employee queries and recommending improvements
