| Role Purpose | Execute employee experience strategies across the entire employee lifecycle, focusing on HR operations, query management, engagement, and service excellence. |
| Employee Experience | Manage employee experience initiatives from onboarding to exit; ensure smooth HR processes and positive employee interactions. |
| HRBP & Talent Management Collaboration | Work closely with HR Business Partners (HRBPs) and Talent Management teams; support engagement, recognition, and career development programs. |
| Performance Management | Support goal-setting, performance review cycles, cycle closures, employee communication, and issue resolution. |
| Query Management | Manage HR query portal operations; ensure fast query resolution, high First-Time Resolution (FTR), strong Customer Satisfaction (CSAT), and quality responses. |
| HR Operations | Handle HR service operations, policy communication, employee feedback management, and process governance. |
| Employee Engagement & Retention | Manage pulse surveys, feedback collection, action planning, exit insights, and retention analysis. |
| Data & Analytics | Analyze employee interaction data, identify trends, provide insights, and recommend improvements. |
| Continuous Improvement | Monitor HR service SLAs, turnaround times (TAT), service quality, and drive process enhancements. |
| Experience Required | 7–10 years of experience in Employee Experience, Employee Engagement, HR Operations, or related HR functions. |
| Preferred Experience | Experience as an HR Business Partner (HRBP) is desirable. |
| Technical Skills | Advanced knowledge of HR systems, survey tools, MS Excel, and MS PowerPoint. |
| Communication Skills | Excellent written and verbal communication skills. |
| Core Competencies | Stakeholder management, problem-solving, multitasking, organizational skills, attention to detail, confidentiality, and independent working ability. |
| Education | Bachelor’s degree in any discipline. |
| Key Metrics (KPIs) | Employee Experience, Query Resolution, FTR, CSAT, SLA Compliance, TAT Adherence, Employee Engagement, Retention Insights, and Service Quality. |
