Specialist 1, HR Operations
Western Digital
Bengaluru, India
6d ago

Company Description

The future. It’s on you. You & Western Digital.

We’ve been storing the world’s data for more than 50 years. Once, it was the most important thing we could do for data. Now we’re helping the world capture, preserve, access and transform data in a way only we can.

The most game-changing companies, consumers, professionals, and governments come to us for the technologies and solutions they need to capture, preserve, access, and transform their data.

But we can’t do it alone. Today’s exceptional data challenges require your exceptional skills. It’s You & Us. Together, we’re the next big thing in data.

Western Digital® data-centric solutions are found under the G-Technology™, HGST, SanDisk®, Tegile™, Upthere™, and WD® brands.

Job Description

Role / Responsibilities :

The HR Support Representative role is responsible for providing a high-quality customer experience to all Western Digital employees, managers and executives in their assigned area or region.

The HR Support Representative will serve as a first point of contact for general HR questions and help requests via the HR Central customer support channel, responding to both simple and complex questions that may require research and follow-up for resolution.

In addition, the HR Support Representative is responsible for providing transactional and administrative support for HR processes such as onboarding, transfers, job separations and other assigned HR processes.

The HR Support representative will be accountable for documenting HR processes and knowledge management content and representing the customer on HR projects and initiatives that impact the HR service delivery model.

Specific responsibilities include :

Inquiry Management

Acts as the first point of contact for employees, managers and executives for all general HR questions, seeking support in HR policies, processes, self-service transactions and HR content on online portal.

Assumes an end-to-end ownership for resolving inquiries, as well as for helping employees and managers learn about self service capabilities.

Focuses on continuous improvement to case / ticket SLA while avoiding cases tone transfered into next level support groups.

Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g., ServiceNow, phone, email, Jabber chat, etc.

by following appropriate resolution / assessment methodologies (e.g., investigating and research), utilizing knowledge management tools, educating employees on HR technologies including self-service tools, and determining appropriate course of action or escalation for emerging issues

Provide initial contact and support for customers managing sensitive and confidential information related to HR issues

Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication, expert knowledge, and efficient escalation to resolve issues.

Communicate effectively (written or verbal) matching customer style, needs, and level of understanding to support optimal employee interaction, including accurate and grammatically correct support through available employee support channels (phone, email, case management)

Partner with the entire HR organization by sharing knowledge with peers and cross-functional teams and identifying emerging issues or trends.

HR Administration :

Accurately and timely processing of employee lifecycle transactions and document management in partnership with managers, Site HR and the Global Service Center with transactions such as new hire onboarding, transfers, compensation changes, exits and ad-hoc transactions

Become a subject matter expert and skilled end user for Workday and other HR technologies

Monitor and manage transaction workflows for customers in assigned region

Collect, review, and approve on boarding documentation as part of recruitment administration or partner with local on-site resource in country to ensure files are maintained as required

Respond to all employee verification requests, including mortgage references, employment reference letters, etc.

Identify process improvement opportunities focused on enhancing HR Central and HR Support services and improving the effectiveness and efficiency of the Region or Country Service Center, as well as sharing best practices with HR operations teams in other Service Center as appropriate

Ensure all HR processes, standards and protocols are followed, including those focused on data quality controls

Role may expand to include responsibilities for administration of additional HR processes

Qualifications :

Additional Information

Because Western Digital thrives on the power of diversity and is committed to an inclusive environment where every individual can thrive through a sense of belonging, respect, and contribution, we are committed to giving every qualified applicant and employee an equal opportunity.

Western Digital does not discriminate against any applicant or employee based on their protected class status and complies with all federal and state laws against discrimination, harassment, and retaliation, as well as the laws and regulations set forth in the 'Equal Employment Opportunity is the Law' poster.

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