TA Query management

Query Management job description

Role purpose (overall high-level summary of the role)

• You will be part of a high-performing Talent Acquisition Operations team based in Hyderabad.
• You will own end-to-end resolution of recruitment and onboarding queries received via shared mailboxes and ServiceNow, ensuring timely, accurate responses and strong stakeholder experience.
• You will act as the front door for TA Operations queries: triage, diagnose, resolve where possible, and route/escalate to the right resolver group. (Recruiters/Coordinators/Onboarding/Vetting/HR/IT/Payroll) when needed.
• The role requires coordination with multiple stakeholders across geographies.

Principal Accountabilities and Responsibilities

Day-to-day Operations

• Monitor and action incoming queries across mailboxes and ServiceNow; prioritize based on urgency/impact and agreed SLAs.
• Provide first-contact resolution where possible; otherwise assign/escalate to the appropriate team and track through to closure.
• Maintain high-quality case notes, categorization and supporting documentation to ensure continuity and auditability.
• Draft clear, structured responses in English (issue summary, action taken, next steps, ETA, and ownership).
• Ensure responses are accurate, compliant, and aligned to published processes/knowledge articles and approved templates.
• Liaise with recruiters, hiring managers, TA partners, onboarding, vetting and shared services teams to unblock cases and ensure timely outcomes.
• Manage stakeholder expectations through proactive status updates and clear next steps.
• Apply appropriate checks before sharing information externally; maintain confidentiality and need-to-know” handling of candidate/employee data.
• Identify repeat issues/themes and support improvements (template updates, KB updates, deflection opportunities).
• Support internal controls by ensuring all actions are captured in the system of record (ServiceNow/ATS).

Leadership & Teamwork

• Collaborate closely with the wider TA Operations teams to drive query resolution and share knowledge.
• Contribute to continuous improvement initiatives alongside day-to-day delivery.
• Provide regular queue health updates (volumes, ageing, SLA performance, key themes).

What you will need to succeed in the role (Minimum Qualification and Skills Required)

• Excellent written and verbal English with the ability to communicate clearly and professionally with stakeholders.
• Graduate (HR preferred). 1–3 years experience in operations/shared services/customer support/TA ops (preferred).
• Exposure to recruitment/onboarding processes and/or HR operations (advantage).
• Exposure to ServiceNow (or similar ticketing tools) and/or ATS (advantage; training will be provided).
• Proficient in MS Office with a working knowledge of Excel (filters, basic reporting) and SharePoint/Microsoft Lists (updating lists/forms, uploading/saving documents).
• Strong problem-solving and triage skills; able to work with incomplete information and drive issues to resolution.
• Ability to work across time zones/markets, manage competing priorities, and operate effectively in a high-volume environment.
• Customer service mindset with the confidence to handle sensitive/escalated queries calmly and professionally.
• Accountable for meeting agreed SLA/quality targets (e.g., first response time, closure time, accuracy, stakeholder satisfaction).