HR Direct Associate Full Time

Key Responsibilities

1. Employee Support & Transactions (85%)

• Respond to HR queries via phone, chat, and portal using case management tools
• Handle requests related to payroll, benefits, and HR systems (e.g., Workday)
• Guide employees on self-service tools and processes
• Document interactions and ensure timely resolution
• Escalate complex issues when required
• Collaborate with HR, payroll, and benefits teams

2. Research & Issue Resolution

• Investigate and resolve complex queries
• Coordinate with internal teams and external vendors
• Ensure end-to-end case ownership and closure

3. Process Improvement

• Identify and report process/system issues
• Suggest improvements to enhance efficiency and employee experience

4. Letter Generation (15%)

• Prepare HR letters (bonafide, experience, etc.)
• Coordinate approvals and maintain records

Skills & Requirements

• Bachelor’s degree
• 1–3 years of experience in HR support or query handling
• Strong communication and customer service skills
• Good problem-solving and multitasking abilities
• Proficiency in MS Excel
• Ability to handle confidential information
• Familiarity with Workday, ServiceNow (preferred)

Key Competencies

• Customer-first mindset with empathy and patience
• Strong interpersonal and communication skills
• Attention to detail and time management
• Ability to work independently and in teams
• Understanding of HR processes and systems

Performance Metrics

• Customer satisfaction
• Response and resolution time (SLA adherence)
• Call quality and productivity