Position Title: HR Associate Function/Group: HR Country: India Location: Mumbai Job Band & Pay Grade: Experienced Support PG - 35 Job Type: Full time Role Reports to: Team Lead – HR Direct Geographical Scope: Global Percentage of travel required: 0% Shifts 6:30 PM to 3:30 AM Job Overview The HR Direct Representative delivers accurate, high-quality, personalized customer service to employees, managers, and HR professionals. This role involves responding to inquiries and transaction requests via phone, chat, and employee portal (G&Me), utilizing a case management system (ServiceNow) to resolve issues related to payroll, benefits, policies, and general HR matters. The role also contributes to process improvement and optimization. Main Responsibilities 85% of Time Responding to Inquiries & Processing Transactions: Receives and responds to employee inquiries via phone, chat, and the employee portal (G&Me), utilizing a case management system (ServiceNow) to document and provide resolution. Provides guidance to employees, managers, and HR on self-service features of G&Me and the HCM system (Workday). Processes inbound requests regarding personnel administration, payroll, benefits, and Workday transactions accurately and efficiently. Works closely with functional departments (Benefits, Payroll, HR) to ensure process efficiency and information accuracy, adhering to local regulatory requirements. Coaches employees and managers through self-service transactions. Determines when escalation to functional specialists is appropriate. Ensures timely and professional responses to all inquiries, documenting all information in the Case Management System. Builds empathy with the customer, understanding their needs through active listening. Ensures decisions and recommendations provide the best customer experience while delivering business value. Pivots quickly to refine recommendations and processes based on customer feedback and data insights. Translates technical concepts into easily understandable language. Research and Customer Follow-Up · Performs background research to resolve complex requests, communicating with GMI functional specialists and outside vendors as needed. · Demonstrates an end-to-end mindset, balancing trade-offs to resolve inquiries effectively. · Asks relevant questions, challenges assumptions, and identifies opportunities for standardization and improvement to enhance the employee experience. Process, Policy, and System Improvements · Identifies, reports, and troubleshoots system or process issues affecting customer satisfaction. · Suggests and implements improvements to processes, procedures, and technologies to enhance service and departmental effectiveness. · Recommends enhancements to G&Me or other employee communication tools to improve self-service capabilities. · Applies a