IN_Specialist 2_Hr service Desk _HR Shared Services_IFS_Gurgaon

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Specialist

Job Description & Summary

At PwC, our people in people operations primarily focus on managing the people lifecycle and the day-to-day operational tasks related to managing employees. This includes activities such as employee onboarding, offboarding, payroll and benefits administration, absence management, employee record-keeping, compliance with labour laws and regulations, and managing employee inquiries and issues. These individuals enable HR processes and systems to run smoothly in order to efficiently support our workforce.

Those in human resource operations at PwC will focus on all areas of Human Resources and the business in executing Human Resources related transactions and administrative activities. You will be a primary HR point of contact in the resolution, escalation or routing of inquiries as needed in line with HR protocols and guidelines, as well as be part of a team of problem solvers that help solve complex business issues from strategy to execution.

*Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

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.

Responsibilities:

• Address HC queries raised through the query management tool including – online chat, e-mail or call (if

• applicable)

• · Recording all responses and updating FAQ’s for on the spot resolution

• · Resolve queries within agreed SLA and publish individual reports on volume handled & achieved SLA’s

• · Record and track queries received and follow through to ensure each query is resolved within agreed SLA

• · End to end query resolution including - acknowledging, tracking, resolving, routing and redirecting queries

• reported

• · Escalating unresolved queries to the next level of support

• · Collaborating with other HC Teams wherever required to get the queries resolved

• · Keep the concerned employee informed of expected completion date, including when the item is escalated for

• further action

• · Accurate collection of query details and employee data

• · Provide general information to concerned employee on policies & procedures and answer questions based on

• FAQs

• · Ensure query resolution of high quality and response to employee is accurate, relevant and easy to understand

• · Document and record the unique instances to build repository of standard responses or FAQ answers in central

• repository

• · Refer to HC Policies and processes by performing regular walkthrough, to identify general issues or queries and

• associates responses

• · Keeping update to date with new HC processes and policies

• · Regularly upgrade technical knowledge on tool being used for query management

Mandatory skill sets:

HR operations, HR Service desk, HC Shared services, service now helpdesk

Preferred skill sets:

Human capital, Human resource

Years of experience required:

2-4 years of experience

Education qualification:

B.Com, BBA, MBA, M.Com, PGDM

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

Accepting Feedback, Accepting Feedback, Active Listening, Communication, Confidential Information Handling, Conflict Resolution, Coordinating Staff, Data Quality, Documentation Administration, Emotional Regulation, Empathy, Employee Data Management, Employee Engagement Strategies, Employee Life Cycle, Employee Relations, Employee Terminations, HR Software, Human Resources (HR) Metrics, Human Resources (HR) Policies, Human Resources (HR) Service Delivery, Human Resources (HR) Shared Services, Human Resources Assistance, Human Resources Management (HRM), Inclusion, Intellectual Curiosity {+ 6 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

October 8, 2026