Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Specialist

Job Description & Summary

At PwC, our people in people operations primarily focus on managing the people lifecycle and the day-to-day operational tasks related to managing employees. This includes activities such as employee onboarding, offboarding, payroll and benefits administration, absence management, employee record-keeping, compliance with labour laws and regulations, and managing employee inquiries and issues. These individuals enable HR processes and systems to run smoothly in order to efficiently support our workforce.

Those in human resource operations at PwC will focus on all areas of Human Resources and the business in executing Human Resources related transactions and administrative activities. You will be a primary HR point of contact in the resolution, escalation or routing of inquiries as needed in line with HR protocols and guidelines, as well as be part of a team of problem solvers that help solve complex business issues from strategy to execution.

*Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "

Job Description & Summary:

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, e-mail or call (if applicable)Recording all responses and updating FAQ’s for on-the-spot resolutionResolve queries within agreed SLA and publish individual reports on volume handled & achieved SLA’sRecord and track queries received and follow through to ensure each query is resolved within agreed SLAEnd to end query resolution including - acknowledging, tracking, resolving, routing and redirecting queries reportedEscalating unresolved queries to the next level of supportCollaborating with other HC Teams wherever required to get the queries resolvedKeep the concerned employee informed of expected completion date, including when the item is escalated for further actionAccurate collection of query details and employee dataProvide general information to concerned employee on policies & procedures and answer questions based on FAQsEnsure query resolution of high quality and response to employee is accurate, relevant and easy to understandDocument and record the unique instances to build repository of standard responses or FAQ answers in central repositoryRefer to HC Policies and processes by performing regular walkthrough, to identify general issues or queries and associates' responsesKeeping update to date with new HC processes and policiesRegularly upgrade technical knowledge on tool being used for query management

Mandatory skill sets:

Addressed employee queries regarding HC Policy, processes and guidelinesExperience in HC Shared services roles with first hand employee interactionsAbility to perform variety of transactional, administrative and processing tasks using an established knowledge base system to ensure consistency and conformity of work allocatedShall have a comprehensive knowledge of the sources for answers to HC queries, issues and proper proceduresAbility to work in ambiguous environment and have a problem-solving approachAbility to prioritise deliverablesExcellent communication (written and oral) and interpersonal skills

Preferred skill sets:

Strong business acumen and cross-industry exposureHighly motivated and self-starter

Years of experience required:

 2+ yrs

Education qualification:

Preferred Degree: Bachelor's degree 

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Bachelor Degree

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Human Resources Operations

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Communication, Confidential Information Handling, Conflict Resolution, Coordinating Staff, Data Quality, Documentation Administration, Emotional Regulation, Empathy, Employee Data Management, Employee Engagement Strategies, Employee Life Cycle, Employee Relations, Employee Terminations, HR Software, Human Resources (HR) Metrics, Human Resources (HR) Policies, Human Resources (HR) Service Delivery, Human Resources (HR) Shared Services, Human Resources Assistance, Human Resources Management (HRM), Inclusion, Intellectual Curiosity {+ 6 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date