HR Help Desk Process Lead / Líder de Procesos de Soporte de RH

Title : HR Help Desk Process Lead / Líder de Procesos de Soporte de RH
Location: Mexico, city
Process Lead for HR Help Desk.
Educational Requirements & Skills

• Graduate in any stream
• 7 years of experience in HR Team leadership and issue resolution.
• Excellent listening skills, written and oral communication skills.
• Experience in HR Operations.
• Ability to take escalation calls both inbound and outbound calls.
• Proficiency in handling standard HR queries, familiarity with HR systems (e.g., Workday, ServiceNow), and ability to use available tools (preferably Chat tools) for quick triage.
• Experience in Team handling in a Helpdesk environment.
• English language.

Good to have

• Knowledge/understanding of HR policies across all business formats
• Experience specific to Hire to retire process for Global (US , EMEA, APAC) clients will be added advantage.

Key Responsibilities:

• Resolve HR inquiries on associate pay, benefits and company policies
• Adhere to the existing policies of the client with regards to releasing specific information and resolution of inquiries and complaints
• Provide detailed documentation on each call using case management system
• Actively listen to caller inquiry to ensure appropriate resolution
• Utilize available resources (i.e. knowledgebase, HRMS system, company intranet) to determine the most accurate response to caller
• Interpret policy and explain procedures
• Coordinate with SME's and escalate customer requirement and issues as per requirement.
• Handle associated profile changes, i.e. address and tax changes, etc.
• Handle Hire to Retire queries on an ongoing basis
• Respond to escalated issues from associates, HR professionals, and HR managers
• Take measures of crisis management to control all effects that may arise from employee problems and complaints to avoid escalation
• Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective
• Review and remove bottlenecks hampering delivery of employee query service.

Client-provided location(s): Mexico City, Mexico

Job ID: Infosys-139937BR

Employment Type: OTHER

Posted: 2025-10-09T18:38:19