Coordinator- HR Shared Services

Role Purpose (1-3 lines): 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.

2. Key Responsibilities:

HR Service Desk & Case Management

Manage employee queries and service requests through HR case management systems.

Ensure timely case resolution aligned with defined SLAs and quality standards.

Service Delivery Execution

Execute backend operational transactions end to end, including timecard processing, reconciliations, invoicing support, data validation, and other back-office service delivery activities.

Follow established SOPs, standard workflows, and process guidelines to ensure consistent and efficient execution.

Ensure compliance with defined controls, accuracy standards, and validation requirements, delivering high-quality outputs with minimal errors.

Escalation & Issue Resolution

Identify and resolve routine employee issues independently.

Collaborate with senior team members for moderately complex case resolution, escalate when required to the necessary stakeholders for timely support.

Track escalations and ensure closure within defined timelines.

HR Data Administration

Perform transaction validations and quality checks to ensure accuracy and compliance with defined process standards.

Manage and maintain process documentation, and records in line with operational requirements.

Support reporting activities through timely and accurate data updates and information maintenance.

SOP & Knowledge Base Support

Follow documented SOPs and contribute to updating FAQs or knowledge articles when gaps are identified.

Support documentation standardization efforts for all processes under guidance.

Coordination Support

Coordinate with relevant stakeholders to support smooth execution of operational processes and assigned service requests.

Track service requests and transaction outcomes, escalating issues or delays as required to maintain service quality and SLA commitments.

Employee Communication

Communicate effectively with stakeholders on the status of service requests, transactions, and resolution activities.

Ensure responsive, professional, and service-oriented interactions while supporting a positive user experience.

Provide timely updates and escalate issues as required to maintain service quality and SLA commitments.

Timely and accurate resolution of employee HR service requests in alignment with defined SLA standards.

Adherence to documented SOPs, quality benchmarks, and transactional accuracy requirements across HR operations.

Effective handling of escalations with appropriate documentation and closure within defined timelines.

Ensure timely and accurate updates to operational records in accordance with established procedures and quality standards.

Technical Skills:

SKILL

LEVEL

Case & Escalation Management

1

Data Validation & Accuracy Checks

2

Documentation Management

1

Process Coordination

1

Operational Reporting

2

HR Data Administration

1

Process Optimization

1

SLA and Quality Control Management

1

Vendor Management

1

Employee Communications

2

Functional competencies:

COMPETENCY

LEVEL

HR Service Operations Management

1

Problem Solving & Service Resolution

2

Service Delivery Excellence

1

Vendor & Partnership Governance

1

Stakeholder Communication & Employee Experience

2

Knowledge Base & SOP Governance

1

Leadership/Behavioral competencies: Quality of Work, External Focus, Ownership, Communication Skills, Problem Solving, Proactiveness, Collaboration, Expertise and Training & Development

2. Certifications: (Can be filled at the time of hiring)

Degree: Graduate/ MBA in Commerce, Business Administration or related fields

Years of experience: 0-2 years

Relevant experience: N/A

Contribution to continuous improvement initiatives that enhance service efficiency and reduce repeat case volumes.

Consistent delivery of positive employee experience through clear, professional, and service-oriented communication.