Associate HR Service Delivery Representative

About Wells Fargo India & Philippines

Wells Fargo India & Philippines is a critical component of Wells Fargo’s strategy to leverage distinct advantages in doing business in a global environment. Wells Fargo India & Philippines is primarily an extension of the technology, operations, and corporate support teams of Wells Fargo. It engages in application development and support, testing, other technology functions, international operations, knowledge support, and middle and back-end banking process solutions for a wide spectrum of Wells Fargo’s needs. It currently has offices in Bengaluru, Chennai, Hyderabad, and Manila.

About This Role

Wells Fargo is seeking an Associate Human Resources Service Delivery Representative who can support our HR shared services teams. Delivering effective and efficient HR Tier 1 queries via Webchats and Emails, advise for all matters relating to employees while ensuring service level agreements are met. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

In This Role, You Will

• Support service delivery of HR products and processes across one or more functional areas within HR that may be related to, but not limited to, one or more HR functional areas such as: Talent Acquisition, Talent Management, pay, benefits, incentive plan administration, HRIS and records management, leave of absence, employee and labor relations, HR compliance
• Seek ways to improve query resolution, records management, and fulfillment of various transaction processing requests related to HR products and processes within established procedures
• Perform routine, administrative, transactional, operational, or customer support tasks
• Be responsible for less complex operational tasks that may include upkeep and record maintenance through data entry, report generation, and other transactions across internal human resources information systems such as Workday, ServiceNow, and/or other specialized tools within other HR areas like recruitment, incentive administration, etc
• Regularly receive direction from supervisor and escalate questions and issues to more senior roles
• Interact with immediate team as well as internal customers on basic information related to the area of responsibility
  
  

• 6+ months of operations support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  
  

• Candidate must have 6+ months of contact center experience, preferably with HR Contact Center experience
• Candidate must have a bachelors degree or completed at least 2 years in college
• With experienced in supporting different channels such as phones (primarily), chat or email
• Knowledgeable in Workday, ServiceNow or Contract Resource Tool
• Good problem solving and analytical skills. Able to accurately process high volume of work within established deadlines
• Amenable to work on shifting schedule, mostly catered to US time
• Amenable to work on selected PH/US Holidays
  
  

• Support customer queries for at least three core skills (Payroll, NH Benefits, Qualified Events)
• Process simple to moderately complex queries in trained skill areas (can be with guidance from senior HR reps or manager)
• Provide quality Tier 1 level support or first contact resolution for customers using the Employee Care resources (i.e., procedures, knowledge articles, alerts, etc.)
• Ensure quality documentation for cases
• Coordinate with leadership for resolution of queries not addressed in Employee Care resources
• Provide positive customer experience to employees