Associate HR Helpdesk

To lead and manage the HR Helpdesk team responsible for addressing employee queries across the HR lifecycle, ensuring timely resolution, data accuracy, and a superior employee experience through standardized processes, knowledge management, and digital enablement. FUNCTIONAL RESPONSIBILITIES Service Delivery Management Lead day-to-day HR Helpdesk operations ensuring timely and accurate resolution of employee queries Monitor ticket volumes, service levels, and turnaround times to ensure adherence to defined SLAs Establish clear escalation matrices and ensure critical cases are addressed promptly and effectively Maintain a consistent and empathetic communication standard across all employee interactions Process Standardization & Knowledge Management Develop and maintain a comprehensive HR knowledge base including FAQs, policy guides, process flows, and communication templates Ensure all responses and actions are aligned with company policies, HRSS processes, and statutory guidelines Periodically review and update query handling protocols to reflect policy or system changes Drive consistency and standardization across all channels (email, ticketing system, calls, self-service portal) Employee Experience & Self-Service Enablement Promote adoption of employee and manager self-service tools within the HRMS and related platforms Partner with HR Tech and Communications teams to enhance user experience on self-service portals and chatbots Gather employee feedback and identify pain points to proactively improve HR service experience Data Analysis & Continuous Improvement Track and analyze query trends, response patterns, and recurring issues to identify root causes and improvement areas Provide insights and recommendations to HRSS leadership on process simplification, automation, and communication needs Prepare monthly dashboards and service performance reports for leadership review Implement continuous improvement initiatives to reduce manual interventions and enhance efficiency Governance, Compliance & Stakeholder Management Ensure Helpdesk processes comply with internal controls, data privacy norms, and audit requirements Collaborate closely with HRBPs, COEs, and HRSS sub-functions to ensure seamless issue resolution and knowledge sharing Participate in governance reviews to monitor performance metrics, improvement actions, and alignment with HRSS goals.EXPERIENCE 2+ years of experience in HR Operations or HR Shared Services with strong exposure to employee query management or HR Helpdesk functions Familiarity with HR systems (Darwinbox, SuccessFactors, Workday, or equivalent) and service ticketing tools Demonstrated ability to drive process improvements and service excellence Graduate or Postgraduate in Human Resources, Business Administration, or related discipline