erve as the primary contact for HR issue resolution.
Knowledge of ticketing system, email, chat, and phone for HR inquiries across benefits, payroll, time & attendance, leave, onboarding, performance cycles, and HR system access
Provide clear, empathetic, and accurate guidance; document all interactions and resolutions using knowledge base (KB) templates and case notes.
Resolve requests within SLAs; escalate complex issues (fraud alerts, disputed charges, duplicate claims) to appropriate teams.
Create issue/request tickets based on user intimation via calls, emails and other modes of interaction.
Produce periodic dashboards (spend by category, leakage to non-approved channels, policy exceptions).