Job Description

The HR Service Delivery Coordinator plays a critical role in delivering high-quality HR operations support across employee lifecycle processes, with a strong focus on complex transactions, issue resolution, and continuous improvement.

This role goes beyond transactional support and requires deep expertise in HR operations, the ability to handle escalations, drive process enhancements, and partner with stakeholders across regions. The position also involves mentoring junior team members and contributing to strategic HR initiatives.

The HR Service Delivery Coordinator acts as an advanced point of contact for employees, managers, HR Business Partners, and external stakeholders across US and Canada regions. The role provides end-to-end support across HR operations including Workday transactions, benefits, and employee lifecycle management, while also leading improvements in service delivery and operational excellence.

Key Accountabilities

Employee Lifecycle & Advanced Transactions

• Manage and execute complex employee lifecycle transactions in Workday (hires, transfers, promotions, terminations, corrections, and data changes).
• Review and validate documentation for accuracy, compliance, and completeness.
• Handle exception cases and non-standard transactions with minimal supervision.

Escalation & Query Management

• Act as an escalation point for complex or sensitive employee and manager queries.
• Resolve intricate issues related to HR policies, payroll, benefits, and HR systems.
• Partner with COEs (Payroll, Benefits, Compensation, Mobility) for timely resolution.

Payroll & Benefits Support

• Provide advanced support for payroll and benefits-related queries, including issue investigation and resolution.
• Liaise with vendors and internal teams for escalated cases.

Process Improvement & Projects

• Identify process gaps and drive continuous improvement initiatives to enhance efficiency and employee experience.
• Lead or contribute to HR service delivery projects, including system enhancements and transitions.
• Develop and implement standardized procedures and best practices.

Data Management, Reporting & Analytics

• Conduct HR data audits to ensure accuracy and compliance.
• Generate and analyze HR reports and dashboards for management insights.
• Leverage data to recommend improvements and support decision-making.

Onboarding & Background Verification Oversight

• Oversee onboarding processes and ensure seamless execution for complex or high-touch cases.
• Manage escalations in background verification processes and ensure compliance.

Team Support & Mentoring

• Provide guidance, training, and mentoring to junior team members (B3 and below).
• Act as a knowledge resource and support capability building within the team.
• May coordinate work allocation and support team deliverables.

Coverage Area

• Support employees and stakeholders across US and Canada regions.
• Provide cross-functional and cross-regional support as required.

Requirements & Qualifications

• Education: Bachelor’s degree in Human Resources, Business Administration, or related field preferred.
• Experience: 4–7 years of experience in HR Operations / Shared Services, with strong exposure to US HR processes.
• HR Expertise: In-depth knowledge of employee lifecycle, benefits, and HR compliance.
• Technical Skills: Advanced proficiency in Workday or similar HRIS; strong Excel and reporting skills.
• Communication: Excellent written and verbal communication skills; ability to manage senior stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills with ability to handle complex scenarios.
• Attention to Detail: High level of accuracy in managing sensitive HR data and transactions.
• Leadership: Demonstrated ability to mentor team members and lead initiatives.
• Personal Attributes: Customer-focused, proactive, ownership mindset, and ability to work under pressure.

Work Schedule

• Shift: US Shifts (Night Shift)
• Location: Pune

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.