HR Help Desk

2 - 7 Years
Mumbai, Pune

Job Description

Position Summary: 

The HR Services Specialist will be responsible for receiving and responding to HR related phone, email, and chat inquiries from employees and other HR Services customers. The HR Services Specialist is the primary point of contact for employees regarding benefit programs, HRIS support, payroll and compensation inquires, HR portal navigation, and other human resources policy inquires as needed. The role will be responsible for providing policy and plan information to employees in a timely, courteous, and professional manner. The HR Services Specialist will liaise with Tier 2 and Centers of Expertise (COE) resources to resolve inquiries that require escalation. The HR Services Specialist requires superior client service skills, close attention to detail, excellent communication, strong interpersonal skills, teamwork, and knowledge of HR and benefit programs.

Key Duties & Responsibilities

  • Use procedures, policies, and Knowledge Management System to provide accurate and detailed information to TIAA employees regarding benefit programs, HRIS support, payroll and compensation inquires, HR portal navigation assistance, and other human resources policy inquires
  • Document all interactions with employees, Tier 2, COEs, and 3rd party vendors including topic of inquiry, summary of issue/problem and resolution in the Case Management System
  • Research and escalate complex issues not closed at point of inquiry to Tier 2, COEs, and/or 3rd party vendors to obtain resolution and follow-up with the employee
  • Follow all Standard Operating Procedures (SOPs) and adhere to all organizational and department specific policies, procedures and service level agreements (SLAs)
  • Notify Operational Excellence Manager of potential or continuous problems regarding inquiries and scenarios that have not been addressed in existing training classes and/or are not available via on-line tools
  • Share all information and responses proven helpful when assisting customers with team members and management
  • Document and share all suggestions that may improve your/team performance; include ideas regarding automated tools (Interactive Voice Response (IVR), Case Management System, Knowledge Management System, etc.) or procedural policies


Nature of Impact -   This role influences decision making for the overall HR GSSC with HRIS specific impact to businesses, associates and stakeholder experience tied to the timely & appropriately fit-for-purpose HR solutions

Area of Impact - Direct operational impact across GSSC. Operational and user experience impact to internal business clients and employees.

Problem Solving

Proactive problem solving capabilities with the ability to multi task and resolve issues in a fast paced environment.


Functional Knowledge: 

Sound and comprehensive communication and diplomacy skills are required in order to exchange complex information.

Functional and technical knowledge of HR systems, workday experience preferred.

Sound with excel and Power point skills.

Good communication, problem solving and inter-personal skills.


Interactions / Interpersonal Skills: 

Provides a higher level of customer service providing information and resolving complex and sensitive matters in a timely manner.

Job Requirements And Qualifications

Required Education:


High School Diploma (Associates preferred).  The equivalent combination of education and experience is acceptable.

Required Experience:

1-3 years


Salary: Not Disclosed by Recruiter

Industry:Accounting / Finance

Functional Area:HR, Recruitment, Administration, IR


Desired Candidate Profile

Please refer to the Job description above

Company Profile


Hiring for a Fortune 100 financial services organization that is the leading retirement provider of financial services for the academic, research, medical, cultural, and governmental industries. They serve over 5 million active and retired employees participating at more than 15,000 institutions and have $938 billion in combined assets under management with holdings in more than 50 countries. In 2016, it was ranked 82nd on Fortune's list of the 500 largest corporations in America. It is the largest global investor in agriculture, the 2nd largest grower of wine grapes in the United States (by acreage), and the 3rd largest commercial real estate manager in the world. Much of them operate on a not-for-profit basis, with surplus returned to participants. Headquartered in New York City in the United States. In India, They have established Global Business Services units in Mumbai and Pune. The company is rapidly expanding GBS to provide technology and operations support for global operations.
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Recruiter Name:Dency Joseph