Position Title

HR Associate

Function/Group

Global Shared Services (GSS)

Location

Mumbai

Shift Timing

6.30 pm to 3.30 am

Role Reports to

HR Direct Team Lead

Remote/Hybrid/in-Office

Hybrid

We make food the world loves: 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.

How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate

us into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out http://www.generalmills.com

General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.

With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out https://www.generalmills.co.in

We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.

JOB OVERVIEW

Function Overview

The HR Direct Representative delivers accurate, high-quality, personalized customer service to employees, managers, and HR professionals. This role involves responding to inquiries and transaction requests via phone, chat, and employee portal (G&Me), utilizing a case management system (ServiceNow) to resolve issues related to payroll, benefits, policies, and general HR matters. The role also contributes to process improvement and optimization.

KEY ACCOUNTABILITIES

85% of time- Responding to Inquiries & Processing Transactions:

· Receives and responds to employee inquiries via phone, chat, and the employee portal (G&Me), utilizing a case management system (ServiceNow) to document and provide resolution.

· Provides guidance to employees, managers, and HR on self-service features of G&Me and the HCM system (Workday).

· Processes inbound requests regarding personnel administration, payroll, benefits, and Workday transactions accurately and efficiently.

· Works closely with functional departments (Benefits, Payroll, HR) to ensure process efficiency and information accuracy, adhering to local regulatory requirements.

· Coaches employees and managers through self-service transactions.

· Determines when escalation to functional specialists is appropriate.

· Ensures timely and professional responses to all inquiries, documenting all information in the Case Management System.

· Builds empathy with the customer, understanding their needs through active listening. Ensures decisions and recommendations provide the best customer experience while delivering business value.

· Pivots quickly to refine recommendations and processes based on customer feedback and data insights.

· Translates technical concepts into easily understandable language.

· Research and Customer Follow-Up

· Performs background research to resolve complex requests, communicating with GMI functional specialists and outside vendors as needed.

· Demonstrates an end-to-end mindset, balancing trade-offs to resolve inquiries effectively.

· Asks relevant questions, challenges assumptions, and identifies opportunities for standardization and improvement to enhance the employee experience.

· Process, Policy, and System Improvements

· Identifies, reports, and troubleshoots system or process issues affecting customer satisfaction.

· Suggests and implements improvements to processes, procedures, and technologies to enhance service and departmental effectiveness.

· Recommends enhancements to G&Me or other employee communication tools to improve self-service capabilities.

· Applies a "right work, right way" approach, considering technological solutions for efficient service delivery.

· Adhere to Service Level Agreements

· Customer Service Score

· Call Quality Assurance Score

· Response time of 24 hours (SLA Breach)

· Minimum Ring on and No Answer (RONA)

· Turn Around Time of 3 Days

· Any other SLAs laid down from time to time

15% of time- Letter Generation

1. Creates templatized letters for regions (Attestations, Bonafides, Service Letters, etc.).

2. Coordinates with stakeholders for letter completion.

Saves drafts and maintains a letter tracker.

MINIMUM QUALIFICATIONS

• Education – Full time graduation from an accredited university (Mandatory- Note: This is the minimum education criteria which cannot be altered)
• Minimum experience- 1-2 years in managing query

PREFERRED QUALIFICATIONS

• Preferred experience- 2-3 years in managing query
• Preferred education- Bachelors

Specific Job Experience or Skills Needed

• Exceptional Customer Service and Customer-first mindset
• Demonstrates patience, empathy, and understanding of employee perspectives.
• Excellent interpersonal skills with tact and diplomacy in verbal and written communication.
• Ability to type while interacting with customers to document interactions in real-time.
• Familiarity with Microsoft Office products, especially Excel.
• Ability to work both independently and as part of a team.
• Flexibility to handle changing work demands and manage priorities.
• Strong organizational and time management skills.
• Strong attention to detail with the ability to handle detailed, time-sensitive work.
• Excellent decision-making and problem-solving skills
• High integrity, sound judgment, and discretion regarding confidential information
• Highly self-motivated and proactive
• Strong analytical, quantitative, and critical thinking skills
• Technology Knowledge Preferred

· Workday

· Service Now

· iCIMs

· Cornerstone

Competencies/Behaviors required for job

1.Credible Influence – Is friendly & approachable to different audiences. Utilizes effective listening skills

2.Navigates the organization - Knows how the organization works — its structure, processes, systems, culture, and cross-boundary relationships. Designs, manages, implements, and adapts (as appropriate) key HR processes to improve organizational performance