Job Description

• HR SERVICES (TIER 1)
• Introduction:
• HR Services Operations is the first tier of HR delivery for employees and managers, responding to inquiries about policies, payroll, leaves, and HR programs. A HRS Tier 1 Analyst is a seasoned individual contributor, providing experienced, independent service support.
• Short :
• Answers incoming calls, chats and emails from MMC India colleagues and third-party vendors & provides accurate answers and detailed information to inquiries, requests which will be handled within our SLA’s, using a Case Management tool supported by a ServiceNow. Indexing of tickets and assigning to applicable COE or teams as per BAU guidelines Supports our colleagues by communicating in a clear, concise, and confident manner in order to provide an excellent colleague experience. Documents all inquiries and interactions with the colleagues and other internal / third party participants; monitors colleague requests; researches and identifies required information to resolve colleague inquiries and forwards to the appropriate group for resolution as necessary. Suggest any opportunities for process improvements in process & team SOPs. Create a quick documents/notes and routes open cases and calls appropriately to other team in accordance with the standard operating procedures. Also, should do follow ups for such cases or escalations. Liaises with other departments to ensure timely research and problem resolution. Should be agile/flexible to pick up new work, short team projects assigned by Global leader or HRM/PP which will thereby improve services to end colleague’s Open to learn new process, take up new activities & own it. Also, should be a quick learner Manage the ticket or queue in absence of team lead