Assistant Manager - HRO

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

We are inviting applications for the role of Assistant Manager - HRO HR Helpdesk Specialist

We re looking for someone with strong work ethic, and the ability to work well both independently and within the context of a larger team-oriented environment.

Self-starting, intellectually curious and creative individual comfortable operating in a fast-paced, dynamic environment

Responsibilities

The HR Helpdesk Specialist provides first-level support to employees through email, handling a variety of HR-related inquiries and issues. This role requires excellent written communication skills, the ability to troubleshoot and resolve HRO-related queries, and a commitment to delivering exceptional service. The specialist will assist employees with USC HR policies, benefits, payroll, onboarding, and other HR functions, ensuring a seamless and positive experience for all employees.

• Email Support:
  Manage and respond to HR-related queries submitted via email tickets. Provide clear, accurate , and timely responses to employee questions about HR processes, policies, and procedures.

• Ticket Management:
  Monitor and prioritize incoming tickets. Ensure all queries are addressed within SLA (Service Level Agreement) times and escalate more complex issues to the appropriate HR team members as needed.

• Documentation:
  Maintain detailed records of all interactions, responses, and resolutions in the HR ticketing system. Ensure proper tracking of recurring issues and contribute to improving helpdesk documentation.

• Employee Support:
  Provide guidance on a range of HR topics such as employee benefits, payroll, leaves of absence, performance management, and general HR policies.

• Collaboration:
  Collaborate with other HR teams (e.g., payroll, recruitment, benefits) to resolve more complex or cross-functional queries or re-assigning tickets to tier 2 or level 3.

• Knowledge Base Management:
  Regularly update and contribute to the HR helpdesk knowledge base, ensuring that employees have access to up-to-date self-service resources.

• Compliance and Confidentiality:
  Ensure adherence to company policies, HR procedures, and confidentiality regulations while handling sensitive employee information.

• Continuous Improvement:
  Identify opportunities to improve processes, automate tasks, or enhance the employee experience based on recurring issues or feedback from employees.

Language Support required

Qualifications we seek in you

Minimum Qualifications

• Education:
  Bachelor s degree in Human Resources , Business Administration, or a related field (or equivalent experience).

• Experience:
  Relevant experience in an HR helpdesk, customer service, or administrative role, with a focus on handling emails and written communication.

• Skills Abilities:

• Excellent written communication skills with attention to detail and clarity.

• Strong problem-solving abilities and analytical thinking.

• Proficient in HRIS (Human Resource Information System), ticketing systems (e.g., ServiceNow, Zendesk), and Microsoft Office Suite.

• Ability to prioritize tasks and manage time effectively.

• Strong customer service orientation with a focus on employee satisfaction.

• Knowledge of HR processes, policies, and basic labor laws is a plus USC/UK/India.

• Attributes:

• Empathetic and patient, with a genuine desire to help others.

• Team player with a collaborative mindset.

• Organized and able to manage multiple tickets at once in a fast-paced environment.

• High level of professionalism and confidentiality when dealing with sensitive information.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn , X , YouTube , and Facebook .

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit, paying to apply, or purchasing equipment or training .