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.

• 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.
• Key Performance Indicators (KPIs):
• 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.
• Skill & Competency Profile (Can make additions at time of hiring):
• Technical Skills:

SKILL

Case & Escalation Management

Data Validation & Accuracy Checks

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
• Certifications: (Can be filled at the time of hiring)
• Qualifications & Experience:
• 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.