Coordinator– HR Shared Services
CBTS
- Key Responsibilities:
- Manage employee queries and service requests through HR case management systems.
- Ensure timely case resolution aligned with defined SLAs and quality standards.
- 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.
- 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.
- 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.
- Follow documented SOPs and contribute to updating FAQs or knowledge articles when gaps are identified.
- Support documentation standardization efforts for all processes under guidance.
- 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.
- 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:
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:
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.