Citi Hiring HR Connect Inquiry Management Specialist Mumbai

HR Connect Inquiry Management Specialist

This entry level role provides operational support for HR services. The specialist assists employees and managers with HR related topics such as total rewards, compensation, benefits, learning programs, and HR systems access.

The role focuses on managing employee inquiries through case management systems and live chat support while ensuring a positive client experience.

Responsibilities

• Assist the NAM inquiry management team by handling cases and live chat requests from employees and managers.
• Guide users on HR systems and educate them on available self service tools.
• Meet defined service metrics while delivering a consistent and high quality client experience.
• Assess risks during business decisions and follow applicable policies, regulations, and compliance standards.
• Handle complex or specialist level HR inquiries when required.
• Act as a subject matter expert for HR Delivery Pillar processes including GPS, TAO, Core HR, and Data Services.
• Monitor work volumes and balance incoming requests with available resources to meet operational targets.

Qualifications

• Prior experience in a contact center or customer service environment is desirable.
• Familiarity with Workday and ServiceNow is desirable.
• Understanding of HR processes is beneficial.
• Strong written and verbal English communication skills are highly desirable.
• Proficiency in Microsoft Office tools.
• Good organizational and time management abilities.
• Ability to analyze issues and make appropriate decisions.

Education

• Bachelor’s degree or an equivalent qualification.

Shift: The role supports North America employees through cases and live chats. Candidates should be willing to work evening to midnight shifts.

This description provides an overview of the responsibilities involved in the role. Additional job related tasks may be assigned when required.