Internal Firm Services | Human Capital Operations | HC Service Desk | Associate

Line of Service
Internal Firm Services

Industry/Sector
Not Applicable

Specialism
IFS - Human Capital (HC)

Management Level
Associate

Job Description & Summary
A career in our Human Resources, within Internal Firm Services, will provide you with the opportunity to make a difference at PwC by helping to fully leverage the skills and talents of all our people. You’ll focus on helping the local offices in driving the Firm’s people strategy, creating a unique people experience for each individual, and supporting our Firm wide values by working with the core competencies that measure and drive individual and Firm wide success in the marketplace.

Our Human Resources teams support initiatives and programmes including, customer support, business operations, data and analytics, technology systems, recruitment services and on-boarding, workforce mobility, contingent workforce, and people and programmes support.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As an Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:
• Invite and give in the moment feedback in a constructive manner.
• Share and collaborate effectively with others.
• Identify and make suggestions for improvements when problems and/or opportunities arise.
• Handle, manipulate and analyse data and information responsibly.
• Follow risk management and compliance procedures.
• Keep up-to-date with developments in area of specialism.
• Communicate confidently in a clear, concise and articulate manner - verbally and in the materials I produce.
• Build and maintain an internal and external network.
• Seek opportunities to learn about how PwC works as a global network of firms.
• Uphold the firm's code of ethics and business conduct.

Job Specification
Position/job title: Human Resources - Human Resources Operations- Associate
Line of Service: Internal Firm Services

About the Job:
Introduction to PwC Service Delivery Center
• PricewaterHouse Coopers Service Delivery Centre (Kolkata) Private Limited is a joint venture in India among members of the PriceWaterHouse Coopers network that will leverage the scale and capabilities of the network. It is a member firm of PriceWaterHouse Coopers International Limited and has its registered office in Kolkata, India.
• The Delivery Center will provide a professional an opportunity to work in a dynamic environment where you will have the ability to develop process and quality based skills.

Job Description:
Main purpose of the job and key background information :

In this role, the incumbent will be entrusted with a critical function within PwC's HR team offering comprehensive support for HR-related inquiries. As an HR Service Desk Specialist, you will leverage your excellent communication skills, meticulous attention to detail, and a commitment to timely issue resolution to ensure PwC employees receive exceptional HR assistance. Through collaboration with cross-functional teams, utilization of HR tools and an unwavering dedication to professionalism, you'll contribute to the seamless functioning of our HR services. This role requires handling sensitive data; hence carefulness and vigilance are necessary to always ensure the confidentiality and security of employee information.

Key Responsibilities:
• Utilize ServiceNow & Workday to manage and resolve incoming HR related inquiries from internal and ex-employees
• Communicate effectively with employees, providing clear and concise information regarding their inquiries or issues
• Adhere to predefined Service Level Agreements (SLAs) to ensure timely resolution of incidents and requests
• Demonstrate empathy and the ability to understand customer needs, putting yourself in their shoes to provide the best possible solutions
• Take ownership of employee issues and follow through to resolution, ensuring customer satisfaction and problem resolution
• Collaborate with cross-functional teams to escalate and resolve complex issues that require specialized attention
• Manage multiple tasks efficiently without compromising on quality
• Uphold high standard of work quality and professionalism in all interactions
• Handle sensitive data with utmost care and compliance.
• Document and maintain accurate records of service requests in the ServiceNow tool
• Continuously improve your knowledge of our HR services, products, and processes to provide accurate and relevant assistance to employees
• Identify opportunities for process enhancement within the HR Service Desk workflow
• Contribute to the development and enhancement of knowledge base articles and resources to facilitate self-service options for employees

Reporting structure & key relationships:
Line Manager – HC Manager
Priority team relationships – HC Team, IFS stakeholders
Key client relationships – HC Team, IFS stakeholders

Requirements:
These should include essential & desirable requirements such as:
• 2+ years of experience in HR Operations or HR Shared Services role
• Graduation in any field, with a preference for degree in Human Resources or a related discipline
• Previous experience in a customer service or help desk role is preferred
• Proficiency in using the ServiceNow & Workday
• Excellent verbal and written communication skills
• Strong problem-solving skills and the ability to work under pressure to meet SLAs
• Demonstrated ability to prioritize and manage multiple tasks simultaneously
• Strong sense of responsibility and accountability for resolving employee issues
• A positive and customer-centric attitude with a genuine desire to assist and support employees
• Ability to work collaboratively in a team environment and communicate effectively with stakeholders

Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date