Description

Key duties include communicating documentation to employees, handling escalations from process partners and HR, and providing root‑cause analysis to the Team Lead. You will own deliverables, propose action plans, perform quality checks on critical HR transactions, and create or update process maps and SOPs. Managing team workload, meeting KPIs, KRAs, and SLAs, and actively participating in client calls are also expected.

• Work with HR platforms (Workday, PeopleSoft, ADP) and ticketing systems (ServiceNow).
• Resolve Tier 1 and Tier 2 HR queries and transactions.
• Ensure quality responses per SOPs and adopt a first‑time‑right approach.
• Manage semi‑functional Workday issues and coordinate between technical teams.
• Provide documentation guidance to employees and handle escalations with RCA.
• Own deliverables, propose action plans, and perform quality checks on critical HR transactions.
• Conduct root‑cause analysis and advise management on trends.
• Participate in regular client calls and maintain up‑to‑date process maps and SOPs.
• Allocate team resources to meet departmental objectives and KPIs.
• Deliver excellent customer service using efficient processes.

Requirements

The role requires hands‑on experience with HR applications such as Workday, PeopleSoft, and ADP, as well as case‑management tools like ServiceNow. You will resolve Tier 1 and Tier 2 queries, ensure quality responses in line with SOPs, and follow a first‑time‑right approach to reduce case reopenings. Managing semi‑functional issues in Workday and acting as a bridge between technical teams is also a core responsibility.

The ideal candidate demonstrates strong knowledge of core HR management practices, excellent verbal and written communication, and proficiency in the MS Office suite, especially Excel and PowerPoint. Prior experience with HR systems is preferred, with Workday being essential, and a Bachelor’s or Master’s degree in Human Resources or a related field is required. Four to five years of experience in an HR or client‑service role, including managing the employee life‑cycle for EMEA/UK countries, is preferred.

Successful applicants are highly organized, self‑motivated, and thrive in fast‑paced environments with constant deadlines. They exhibit excellent customer‑service skills, are proactive in achieving results, and maintain a strong employee‑centric mindset. Attention to detail, adaptability, teamwork, and the ability to manage competing priorities and multiple stakeholders are crucial.

• Demonstrate strong HR knowledge, communication skills, and MS Office proficiency.
• Possess prior experience with HR systems; Workday expertise is mandatory.
• Hold a Bachelor’s/Master’s degree in Human Resources or related field.
• Have 4–5 years of HR or client‑service experience, preferably managing EMEA/UK employee life‑cycles.
• Exhibit high organization, self‑motivation, and ability to meet tight deadlines.
• Show proactivity, results orientation, and continuous improvement mindset.
• Maintain attention to detail, adaptability, and strong teamwork orientation.

Benefits

JLL offers an entrepreneurial and inclusive work environment that supports your growth through a Total Rewards Program and a competitive pay and benefits package. The position is based on‑site in Gurugram with a 40‑hour weekly schedule, and the company emphasizes helping employees become the best version of themselves.

Candidates are encouraged to apply even if they do not meet every requirement, as JLL values diverse backgrounds and uses AI to match candidates with opportunities. The company is committed to data privacy, equal employment opportunity, and providing reasonable accommodations for individuals with disabilities throughout the recruitment process.

• Benefit from JLL's Total Rewards Program, competitive compensation, and inclusive culture.
• Work onsite in Gurugram with a 40‑hour weekly schedule.

Training + Development

Interview process

Visa Sponsorship

Security clearance