.Responsible for the intake and resolution of queries received from managers, employees, other HR functions and center of excellence (CoE). Manages a variety of HR related queries and transactions such as; organizational changes,employee personal data changes, promotion activities, termination of employment, root cause analysis etc. Delivers high quality and efficient service to each customer and ensures customer satisfaction**What your background should look like**:Receives queries via telephone and case management ticketing system.Conducts necessary classification, manages inquiries in case management system, documents and maintains accurate records and transfers inquiries to other parties within HR Services or outside of HR Services (HRBP/HRSP, COEs) as required.Maintains and ensures all tickets, workflows and queries are addressed based on customer service level agreement (SLA)Conduct transactional work including processing new hires, inputting employee data, uploading employee files, and other necessary assignable work.Identifies and escalates priority issues and routes to appropriate team for quick resolution.Partners with HR Services global regional teams as appropriate on cross regional activities and projects.Diagnoses problems and coordinate resolution across stakeholders, including HRBP/HRSP, COEs and others.Follows up on inquiries to ensure timely and accurate response and resolution to all requestsSolves problems that are unstructured and that may require conceptual critical thinking.Provides solutions to inquiries that are often non-standard/non-routine and require some clarification and deep thinking.Identifies and implements continuous process improvements to enhance service delivery.Utilizes the knowledge base to assist with transactions and customer inquiry resolution.Works with Content Management team to develop and update desktop procedures, scripts, FAQs, job aids to ensure a consistent experience for customers.Adheres to HR Services metrics as determined by HR Services Leadership.Ensures all activities are carried out as per the standard operating procedures (SOPs) of HR Services.Ensures compliance with all relevant quality and statutory policies, procedures and controls in the region to guarantee employee adherence and legislative compliance.**Competencies**:- BUSINESS MINDSET Creates value for the business through HR solutions that result in winning outcomes by building collaborative partnerships through strong customer focus and solid business knowledge.- ENTERPRISE OUTLOOK Balances the goals of the BU/Segment along with the broader interest of the enterprise; delivers differentiatedvalue by bringing the total resources of the company to customers.- SOLUTION ORIENTED Employs agile thinking that is clear, rational, open-minded and informed by evidence to design and deliver expert HR solutions that solve business problems at the pace of the business