Senior HR Service Delivery Representative

Senior HR Service Delivery Representative (US Shift Hours)

Summary

Under general supervision, the HR Operations Associate supports HR processes and responds to employee inquiries related to HR programs, policies, and systems. The role ensures that appropriate documentation is prepared so that new hire transactions and employee changes are processed accurately and on time. It may also involve responding to questions about various HR communications and mailings. This position requires strong attention to detail, familiarity with HR systems, and excellent communication skills.

This role is ideal for individuals with 1–3 years of experience in US HR Operations or Shared Services, looking to build their career in global HR operations. The position requires working in US shifts.

Job Description

The HR Operations Associate acts as the first point of contact for current and former employees, HR teams, and internal/external stakeholders across the US and APAC regions. The role provides support for inquiries related to HR policy and process, HR Technology, Payroll, Benefits, Compensation, Talent, Mobility, and Immigration, and assists with the execution of HR Programs.

Key Accountabilities

Employee Lifecycle Support

• Support full-cycle employee administration, including transaction processing in Workday (new hires, promotions, transfers, terminations, and data updates).
• Prepare and review documentation to ensure accuracy and compliance with company policies and applicable regulations.
• Continuously identify opportunities to streamline processes and enhance the employee experience.

Onboarding

• Assist with the onboarding process by collecting, reviewing, and maintaining new hire paperwork to ensure accuracy and completeness.
• Create and update employee records in Workday, maintaining confidentiality of sensitive employee information.
• Support pre-employment processes such as background checks and document verification.

Background Check Coordination

• Coordinate and manage the end-to-end background verification process for new hires.
• Initiate checks as required, review results, and communicate outcomes to the appropriate stakeholders while ensuring compliance with company policy.

Payroll & Benefits Administration

• Provide Tier 1 payroll support, including assistance with payroll reimbursements and basic queries.
• Support employees with benefits enrolment and provide guidance on the process.
• Collaborate with internal teams and benefit providers to ensure smooth and timely resolution of employee requests.

HRIS / Workday Support

• Act as the first point of contact for Workday-related questions and issues.
• Provide guidance, troubleshooting, and basic training for employees and HR colleagues.
• Ensure data accuracy, timely entry, and compliance with confidentiality and data protection regulations.

Employee Records Management

• Maintain up-to-date and accurate employee records in Workday.
• Follow data protection protocols and maintain strict confidentiality of employee information.

Query Management

• Respond to employee and manager inquiries regarding HR policies, procedures, payroll, benefits, onboarding, and offboarding.
• Provide clear, professional, and timely communication through email and other channels.
• Escalate complex issues to senior HR team members or relevant departments when needed.

Coverage Area

Coverage areas are allocated based on business requirements and may evolve over time. Associates may be cross-trained to provide back-up support for colleagues or other regions as required.

Requirements & Qualifications

• Education: Bachelor’s degree in Human Resources, Business Administration, or related field preferred.
• Experience: 1–3 years of work experience in US HR Operations or Shared Services, preferably in HR, payroll, or benefits administration.
• Communication: Exceptional written and spoken English communication skills are a must.
• Technical Skills: Experience with Workday or other HRIS platforms; proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Attention to Detail: Strong organizational and analytical skills with a focus on data accuracy.
• Shift: The position requires working in US shifts (6:00 PM IST to 3:00 AM IST) to support US-based employees and teams. A night shift allowance will be provided. The role will follow the US holiday calendar.
• Personal Attributes: Customer-focused, Takes Ownership, proactive, perform under pressure, dependable, and able to handle confidential information appropriately.
• Stakeholder Management – Ability to manage & appraise all the key stakeholders well & in line with our way of working.

Work Schedule

• Shift: US Shifts (6 PM IST to 3 AM IST)
• Location: Hybrid.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Experience Level

Senior Level