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.

1. 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.

1. Skill & Competency Profile (Can make additions at time of hiring):

• Technical Skills: SKILL 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: 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

1. Certifications: (Can be filled at the time of hiring) 3.

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.