People Operations TEC HCCT Associate 2

At PwC, our people in people operations primarily focus on managing the people lifecycle and the day-to-day operational tasks related to managing employees. This includes activities such as employee onboarding, offboarding, payroll and benefits administration, absence management, employee record-keeping, compliance with labour laws and regulations, and managing employee inquiries and issues. These individuals enable HR processes and systems to run smoothly in order to efficiently support our workforce. Those in human resource operations at PwC will focus on all areas of Human Resources and the business in executing Human Resources related transactions and administrative activities. You will be a primary HR point of contact in the resolution, escalation or routing of inquiries as needed in line with HR protocols and guidelines, as well as be part of a team of problem solvers that help solve complex business issues from strategy to execution.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.
  
  

Role Responsibilities

Should know how to read, write and speak French language.

• Act as first point of contact for employee concerns related to HR matters through a variety of channels
• Caseworker with high level knowledge of all HR matters
• Solve on contact using knowledge and resources or direct to subject case matter expert
• Leverage firm resources and experience to build knowledge
• Escalate red flags to supervisors
• Consult employees on available self serve resources
  
  

Minimum Degree Required: Full time Graduate

Minimum Years of Experience: 1+ years

Basic Knowledge/Skills

Demonstrates some knowledge and/or a proven record of success in the following areas:

• Identifying and understanding employee requests by using knowledge, effective research, probing questions and troubleshooting methods;
• Make decisions and solving problems independently, expectation to consult with a supervisor on more difficult issues;
• Ability to identify common trends or opportunities and can suggest proactive process improvements;
• Empathy to understand and relate to customers' emotions and concerns. Can practice patience when dealing with frustrated or confused customers, allowing the representative to remain calm and helpful;
• Utilizing relevant technology, such as Genesys, Microsoft Office (Excel, PowerPoint, Word, ServiceNow), Workday and other firm sponsored web-based technologies;
• Clear and articulate written and verbal English communication skills with employees on complex and sensitive subject matter in manner;
• Time zone availability is important
  
  

Preferred Knowledge/Skills

Demonstrates some knowledge and/or a proven record of success in the following areas:

• Experience working in customer service and/or a contact center, Human Resources or working with employees located in the US
• Working with confidential data
• Display a positive attitude. Seeking candidates who exhibit optimism, enthusiasm, and a willingness to go the extra mile to ensure customer satisfaction.
• Adapting to a rapidly changing environment or changing circumstances that can remain composed, and adjust their approach as needed;
• Accomplishing several responsibilities in coordination of each other (i.e. researching an HR solution while conversing with an employee via phone or chat);
• Maintaining performance metrics and managing queue of customer service requests in accordance with KPIs;
• Ability to identify common trends or opportunities and can suggest proactive process improvements
  
  

Shift timings

8:00pm to 5am IST

6:00pm to 3am IST