Specialist - HRO - Payroll & Benefits 4A

Job description

Specialist - HRO - Payroll & Benefits Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.  Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook. Job Description Ready to shape the future of work?  At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.  If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.  Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com    Inviting applications for the role of Management Trainee / Assistant Manager: The role is responsible for managing Call and Case Management operations to ensure efficient and high-quality employee support services. The position involves creating and maintaining call and email scripts, case handling protocols, and a comprehensive knowledge base to support consistent and accurate resolution of employee inquiries. The incumbent will provide Tier 1 HR support related to policies, systems navigation, performance management, and personal data inquiries, while escalating complex issues to appropriate teams in a timely manner. This role also includes maintaining and updating Policy and Procedures Manuals, managing timecard tracking and approvals, and ensuring that all employee and contractor interactions are accurately documented in the case management system. The position is accountable for Call Center Quality Management, including call monitoring, feedback, and quality reporting, as well as maintaining an up-to-date knowledge base to drive Tier 0 (self-service) adoption. The ideal candidate will possess strong communication, coordination, and process management skills to deliver a seamless employee experience while supporting continuous improvement initiatives across call center operations.   Responsibilities   1. Call & Case Management: • Create, maintain, and update call and email scripts, case handling protocols, and knowledge base to ensure efficient service delivery. • Develop and maintain Policy and Procedures Manuals detailing required processes for accurate service execution. • Handle inbound employee queries related to employment policies, enrollment processes, performance management, succession planning, and personal data. • Convert call interactions into cases in the case management system. • Perform outbound communications per policy guidelines. • Process Tier 1 transactions in the HCM system and provide system navigation support. • Escalate Tier 2 and Tier 3 requests to appropriate teams and follow up on missing or incorrect information. • Assist employees during open enrollment and generate letters or other documentation as required.   2. Relationship Management: