Hr Service Delivery Associate

Job Description

Job Summary:

An exciting opportunity has emerged at Epiq due to the maturity and evolution of our human resources shared services model. As a HR Service Delivery Associate, you will come with an experience of 1-2 years and will be required to provide exceptional customer services as the first point of contact for Human Resources support of associates, management, external clients and HR internal teams. This includes evaluating and analyzing the request or concern, quickly interpreting the situation, determining the appropriate resolution or escalation, and communicating the resolution to the Lead, consistent with Service Level Agreements (SLAs) core responsibilities. In this role, you are required to process transactions and requests for onboarding, internal movement, offboarding and document management.

Roles and Responsibilities
a. Working on case management resolving Tier 1 and Tier 2 HR queries from employees and stakeholders
b. Maintain HR system (Workday & SAP) with accurate and updated information
c. Learning and executing HR processes across the Hire to Retire domains within the Team
d. Communicate and distribute processes and other relevant documentation to employees needed to resolve the query/ issue
e. Adhere to agreed KRAs and customer service standards

Education Background
a. Masters in business administration,
b. Post graduate diploma in Business Management,
b. Completion of internship - preferably in Human Resources

2. Technical Skills
a. Understanding of Human Resources flow - Hire to Retire
b. Understanding/Knowledge of the HR Subject
c. Understanding/Knowledge of a HR tool - HRIS (SAP, Success factors, Workday, any inhouse tool, etc.)

3. Soft Skills
a. Good communication skills - Articulation and comprehension
b. understanding of the language as it will demand to interact with global employees
c. Basic understanding or knowledge of MS Office Suite skills (Word, Excel, PowerPoint, Outlook)
attention to detail and ability to work towards deadlines

Proficiency Level

1 . Communication - Practioner Level - Ability to understand the concept, articulate and comprehend.
2. Confidentiality and Adaptability - Beginner level - Able to understand the data, criticality and complexity around it.
3. Database Management - Fundamental Awareness - Able to understand the need of data, knowledge of maintaining it at the right place and executing as required
4. Coordination - Beginner level - Understanding the basic concept of connecting with multiple resources/activities together and executing the same.
5. General Administration- Beginner Level- Perform basic office support functions such as operating HR process timekeeping, records management, tool management. Understanding and making decisions and executing them as per the guidelines.