ERC Associate

The ERC Generalist at Adobe offers a unique chance to join a world-class team in Bangalore. This role delivers exceptional HR support within a centralized global service delivery model.

This role requires managing many HR queries while providing uninterrupted support across different regions. Your focus will be on owning cases adhering to SLAs and improving employee experience. Additionally you will support SOP governance knowledge management and ongoing improvements. Collaboration with regional HR teams and Centers of Excellence (COEs) is essential to support global operations and rollouts.

Success in this role requires strong judgment operational rigor and the ability to thrive in a fast-paced deadline-focused high-volume environment.

Reports To: Director ERC

Years of Experience: 34 years in Global HR Operations / Shared Services / HR Service Delivery

Key Responsibilities:

Global HR Support & Case Management

• Act as the main point of contact for employees and managers worldwide handling numerous HR inquiries related to policies lifecycle processes systems and data
• Own cases end-to-end from intake to closure ensuring timely resolution and adherence to SLAs
• Apply case management tools for tracking documentation and resolution
• Offer clear and understanding answers that follow worldwide policies and methods
• Triage prioritize and route cases based on urgency impact and complexity
• Resolve low to moderate complexity cases independently using defined frameworks
• Apply judgment to identify risks trends and recurring issues and advance where required

SLA Management & Service Delivery Excellence

• Ensure resolution within 48 hours for standard queries
• Provide immediate resolution for policy and informational queries not requiring backend action
• Proactively manage case queues to ensure SLA adherence and timely closure
• Maintain high-quality case documentation ensuring completeness accuracy and audit readiness

SOP Governance & Process Excellence

• Follow and maintain SOPs to ensure consistency and standardization
• Update SOPs to reflect process policy and system changes
• Identify gaps and opportunities for process improvement and standardization
• Ensure adherence to global policies and local labor laws
• Maintain high standards of data accuracy integrity and confidentiality
• Support reporting and analysis of service delivery metrics
• Adhere to audit documentation and governance requirements
• Contribute to knowledge base FAQs and self-service enablement

Global Collaboration & Partner Management

• Collaborate with regional HR teams and COEs to address queries efficiently and find solutions.
• Act as a liaison between global and regional teams to ensure alignment and coordination
• Ensure clear communication and smooth transitions across teams functions and time zones
• Support global rollouts transitions and change initiatives
• Build and maintain strong collaborator relationships across geographies
• Drive continuous improvement across processes and service delivery
• Support automation digitization and HR transformation initiatives
• Contribute to enhancing employee experience and service quality

Skill Requirements

• Experience in Global HR Operations / Shared Services / HR Service Delivery settings
• Strong understanding of case management systems and operations guided by service level targets
• Proven ability to manage high-volume workloads with accuracy and efficiency
• Strong triaging prioritization and multitasking capabilities
• Excellent written and verbal communication skills
• Strong problem-solving and analytical thinking abilities
• Ability to collaborate successfully across different cultures regions and time zones
• Working knowledge of HR processes across employee lifecycle
• Proficiency in Excel and data handling
• Adaptability to new tools systems and process changes
• Strong focus on accuracy and dedication to quality
• Ability to handle confidential and sensitive information with discretion

Key Competencies

• Customer-Centric Approach
• Global Approach & Cultural Awareness
• SLA & Delivery Excellence
• Strong Judgment & Decision Making
• Operational Field & Attention to Detail
• Proactive & Committed to Resolving Issues
• Effective Communication
• Collaboration & Teamwork
• Continuous Improvement Approach

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity productivity and personalized customer experiences. Adobes industry-leading offerings including Adobe Acrobat Studio Adobe Express Adobe Firefly Creative Cloud Adobe Experience Platform Adobe Experience Manager and GenStudio enable people and businesses to turn ideas into impact powered by AI and driven by human ingenuity.

Our 30000 employees worldwide are creating the future and raising the bar as we drive the next decade of growth. Were on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

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