HR Operations (EAS)

Role & responsibilities

• Manage HR tickets, service requests, and employee inquiries through workflow and ticketing systems.
• Maintain and update employee records while ensuring data accuracy and compliance with HR processes.
• Prepare and manage HR documentation such as employment contracts, certificates, letters, and employee correspondence.
• Provide first-level support and guidance to employees and managers on HR policies, procedures, and lifecycle activities.
• Ensure timely processing of HR transactions and monitor service delivery against defined SLAs.
• Coordinate with internal stakeholders, authorities, and external partners for employee-related matters.
• Handle escalations, resolve process issues, and track cases through to closure.
• Report and follow up on HR system incidents while supporting root cause analysis and corrective actions.
• Maintain process documentation, knowledge articles, SOPs, and FAQs.
• Support onboarding, employee lifecycle management, and other HR operational activities.
• Collaborate with cross-functional teams to improve HR service quality and employee experience.
• Train and support new team members on processes, systems, and service standards.
• Identify opportunities for process improvement, automation, and operational efficiency.
• Ensure adherence to data privacy, compliance, and organizational policies.
• Support additional HR Operations and Shared Services initiatives as assigned by management.

Preferred candidate profile

• Bachelor's or Master's degree in Human Resources, Business Administration, or a related field.
• 2 to 5 years of experience in HR Operations, HR Shared Services, Employee Services, or HR Administration.
• Experience working with HR ticketing systems, workflow management tools, and HRMS platforms.
• Strong knowledge of employee lifecycle processes, HR documentation, and data management.
• Experience handling employee queries, case management, and stakeholder communication.
• Ability to work in a fast-paced, service-oriented environment while meeting deadlines and SLAs.
• Strong verbal and written communication skills in English.
• Excellent attention to detail, organizational skills, and problem-solving abilities.
• Customer-focused mindset with the ability to manage sensitive and confidential information.
• Experience with process documentation, knowledge management, and continuous improvement initiatives.
• Exposure to international HR operations, shared services, or global HR environments would be an advantage.
• Proficiency in Microsoft Office applications, especially Excel, Word, and Outlook.
• Knowledge of SAP HR, SuccessFactors, ServiceNow, Workday, or similar HR systems is preferred.
• Ability to work independently and collaborate effectively with global stakeholders.