Overview People Experience & Operations Sr. Associate (Employee Services) role acts as the first line of support for HR-related queries, ensuring efficient service delivery, process optimization, and compliance across all HR operations. Responsibilities • Serve as the primary contact for HR queries, ensuring timely resolution or appropriate redirection. • Log and manage employee inquiries using the ticketing system (e.g., SNOW). • Triage tickets to relevant HR teams and monitor resolution timelines. • Identify and implement process improvements and automation opportunities. • Track and report recurring issues, providing insights and recommendations. • Maximize first-call resolution to reduce escalations. • Prepare weekly and monthly reports on call center performance and activities. • Advise employees on HR policies, entitlements, and procedures. • Ensure service delivery meets defined SLAs and KPIs. • Support onboarding, training, and documentation for HR team members. • Generate and manage attendance reports (e.g., overtime, absences, penalties). • Ensure accurate payroll integration for attendance-related transactions. • Issue disciplinary letters and maintain documentation. • Troubleshot payroll issues for Level 5 employees. • Process vendor invoices and monitor payment status. • Manage Talent Acquisition applications for Level 3 roles. • Handle ID card issuance, replacements, and deactivations. • Issue HR letters and conduct exit interviews for Level 3 employees. • Analyze exit interview data to support strategic HR decisions. • Execute monthly closing amendments accurately and on time. • Manage SMS communication tools, including approvals and credit tracking. Qualifications • HR Shared Services process and SLA management experience • Process management and continuous improvement with a focus on optimization and productivity • Very good English language skills • Very good command of MS office and its applications • Strong communication skills • Demonstrated track record of strong service delivery • Stakeholder management and empathy • Ability to priorities and identify potential issues prior to escalations