Job Description

Job Summary:

Act as the central point of contact for employee inquiries and support across the full Hire to Retire (H2R) lifecycle. This role is responsible for delivering high-quality, responsive service to employees and managers on HR policies, programs, and systems. Operating in a client-facing BPO environment, the role ensures smooth execution of onboarding, leave management, access provisioning, and issue resolution using ticketing platforms, chat, and telephony to drive service excellence. Success in this role requires agility, attention to detail, and the ability to navigate complex service scenarios with professionalism and speed.

Key Responsibilities:

• Respond promptly to employee questions on HR policies, payroll, leave, benefits, and workforce systems using ticket management platforms, chat, and telephony

• Administer core components of the employee lifecycle—including onboarding, offboarding, leave, flexible work arrangements, and access to self-service tools

• Coordinate delivery of programs such as absence management, performance reviews, engagement surveys, and Employee Assistance Programs (EAP)

• Support updates to HR documentation, policies, and procedures in alignment with labor laws and client requirements

• Provide user assistance for Learning Management Systems (LMS), Employee Self-Service (ESS) platforms, and training logistics

• Facilitate well-being and engagement initiatives, including EAP referrals and feedback collection

• Collect, track, and analyze employee service metrics and feedback to identify improvement opportunities

• Collaborate with internal delivery teams to ensure consistent and timely support across geographies

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Job Requirements