HR QAS & Operations Support

Role Purpose

• Support operational excellence across HR ticketing processes and service management within the HR GBSC.
• Oversee service performance monitoring, ticket quality audits, issue and escalation management, and stakeholder alignment to ensure consistent, efficient, and high‑quality delivery of HR services across multiple entities.
• Support monthly recharge data accuracy, manage incoming vendor invoices, and drive data analytics to enhance service effectiveness and compliance

Top 5 Responsibilities

• Assign daily distribution of HR tickets to ensure balanced workload allocation across HR GBSC teams.
• Process invoices related to HR GBSC vendors, including internal HR ticketing platforms and external HR operations partners.
• Lead and manage end‑to‑end audits of HR ticket quality, SLA achievement, accuracy, and compliance requirements.
• Facilitate alignment discussions on service standards, quality audit outcomes, and performance improvement actions.
• Lead the preparation and validation of the monthly recharge reporting for HR GBSC.

Additional Responsibilities

Master SOP & Documentation Governance

• Manage creation, maintenance, and version control of HR GBSC Master SOPs, work instructions, and process documentation.
• Ensure all documentation reflects the latest process updates, compliance requirements, and audit standards.
• Govern documentation repositories to maintain accessibility, accuracy, and compliance.

CSAT & Service Experience Management

• Manage and oversee Customer Satisfaction (CSAT) tracking for the HR GBSC across applicable HR service lines.
• Monitor CSAT results at an overall, team, process, and entity level, identifying trends, gaps, and improvement opportunities.
• Ensure CSAT surveys are accurately linked to HR GBSC tickets and that response mechanisms are functioning effectively.
• Consolidate CSAT insights and partner with HR GBSC managers and process owners to highlight service experience issues.
• Track follow‑up actions arising from low CSAT scores, ensuring ownership, action plans, and closure by the relevant teams.
• Prepare regular CSAT summaries and insights for HR GBSC leadership, highlighting recurring themes, risks, and service improvement areas.

Issue Management & Escalation Handling

• Serve as the central coordination point for all HR GBSC‑related escalations received through HR service channels.
• Receive, log, triage, and assign escalations to the appropriate HR GBSC teams or relevant process owners for investigation and resolution.
• Monitor and track all escalation cases end‑to‑end to ensure timely responses, service recovery actions, and closure by the responsible team.
• Maintain an up‑to‑date escalation tracker, including case status, owner, root cause category, and resolution timelines.
• Provide regular updates to requestors and stakeholders on escalation progress and expected timelines.
• Identify recurring escalation themes/trends and highlight these to HR GBSC leadership and process owners for continuous improvement.

Vendor Billing & Financial Governance

• Validate vendor invoices against service volumes, usage data, and contractual terms.
• Manage PO/PR creation, tracking, and processing for HR GBSC vendor invoices.
• Collaborate internally with Procurement, Finance, and Vendor Management Office to ensure accuracy and timely processing.
• Provide insights on cost trends, usage patterns, and opportunities for vendor cost optimization.
• Maintain audit trails and documentation to support recharge reporting and financial compliance.
• Reporting, Analytics & Monthly Entity Recharge
• Work closely with GBSC leaders to ensure accurate reporting and allocation.
• Generate dashboards and analytical insights relating to service performance metrics, ticket volumes, and operational trends.

Ad Hoc Responsibilities

• Support additional tasks, projects, or initiatives assigned.
• Participate in transformation, migration, or process improvement projects as required.

Professional Experience & Education

• Bachelor's degree required.
• Minimum 5 years of HR Shared Services / HR Operations experience.
• Hands-on experience with HR case/ticket management tools.
• Strong knowledge of HR processes across the employee lifecycle.

Specific Skill & Knowledge

• Advanced skills in Excel, reporting tools, and data analytics.
• Strong understanding of SLA management, quality assurance, and service performance frameworks.
• Experience in issue management, escalation handling, vendor billing, and continuous improvement.
• Strong stakeholder management and communication skills.
• Strong communication skills; proficiency in English required, additional languages preferred.