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PwC

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3.4

based on 8.9k Reviews

5 PwC Specialist 2 Jobs

IN-Specialist 2 Hc ServiceDesk HC Shared Services IFS PAN India

Pricewaterhouse Coopers Private Limited

3.4

based on 8.9k Reviews

3-8 years

Gurgaon / Gurugram

1 vacancy

IN-Specialist 2 Hc ServiceDesk HC Shared Services IFS PAN India

PwC

posted 2hr ago

Job Role Insights

Flexible timing

Key skills for the job

HRIS Operations Clinical Data Management IFS Payroll HRM

+ 4 more

Job Description

The firm has planned to set up a Service desk for HC function with an aim to provide a one stop shop to all employees for HC related queries and improve quality and consistency of responses across Lines of services.

The role holder will have the responsibility of managing the queries at HC Service desk and collaborate with other HC functions to ensure quality and speedy resolution of all staff queries received.

Address HC queries raised through the query management tool including online chat, email or call (if applicable)
Recording all responses and updating FAQ s for onthespot resolution
Resolve queries within agreed SLA and publish individual reports on volume handled & achieved SLA s
Record and track queries received and follow through to ensure each query is resolved within agreed SLA
End to end query resolution including acknowledging, tracking, resolving, routing and redirecting queries reported
Escalating unresolved queries to the next level of support
Collaborating with other HC Teams wherever required to get the queries resolved
Keep the concerned employee informed of expected completion date, including when the item is escalated for further action
Accurate collection of query details and employee data
Provide general information to concerned employee on policies & procedures and answer questions based on FAQs
Ensure query resolution of high quality and response to employee is accurate, relevant and easy to understand
Document and record the unique instances to build repository of standard responses or FAQ answers in central repository
Refer to HC Policies and processes by performing regular walkthrough, to identify general issues or queries and associates responses
Keeping update to date with new HC processes and policies
Regularly upgrade technical knowledge on tool being used for query management

Mandatory skill sets

Addressed employee queries regarding HC Policy, processes and guidelines
Experience in HC Shared services roles with first hand employee interactions
Ability to perform variety of transactional, administrative and processing tasks using an established knowledge base system to ensure consistency and conformity of work allocated
Shall have a comprehensive knowledge of the sources for answers to HC queries, issues and proper procedures
Ability to work in ambiguous environment and have a problemsolving approach
Ability to prioritise deliverables
Excellent communication (written and oral) and interpersonal skills

Preferred skill sets