Citi Hiring HR Connect Inquiry Management Specialist | Mumbai

The HR Connect NAM Inquiry Management Specialist is an entry level role responsible for delivering operational support related to HR services. The position assists employees and managers with queries on HR topics such as total rewards, compensation, benefits, learning programs, and access to HR systems.

This role manages employee and manager inquiries through case management systems and live chat channels while ensuring accurate and timely responses.

Responsibilities

• Support the NAM inquiry management team by handling employee and manager cases and live chat interactions.
• Guide users on HR systems and educate them on available self service options.
• Deliver a high quality client experience while meeting defined operational performance metrics.
• Assess potential risks when making business decisions and ensure adherence to company policies, regulatory requirements, and ethical standards.
• Handle complex or specialist level inquiries when required.
• Act as a subject matter expert for HR Delivery Pillar processes including GPS, TAO, Core HR, and Data Services.
• Monitor incoming work volumes and coordinate workloads to meet operational targets.

Qualifications

• Prior experience in a contact center or customer service environment is desirable.
• Knowledge of Workday and ServiceNow is preferred.
• Understanding of HR processes is beneficial.
• Strong written and verbal communication skills with proficiency in English.
• Proficiency in Microsoft Office applications.
• Ability to organize tasks, manage time effectively, and solve problems.
• Sound decision making and analytical abilities.

Education

• Bachelor's degree or an equivalent qualification or experience.

Shift

This role supports NAM employee inquiries through cases and live chats. Applicants should be willing to work evening to midnight shifts.

Job Family

Operations - Core (Operations Support)