Process Lead – Helpdesk Experience

Purpose of the Role:

The Process Lead Helpdesk Experience will be responsible for designing and managing a seamless multi-channel employee support experience through HR Direct. This includes service delivery via IVR Live Chat (AI-enabled) telephony and Employee Self-Service (ESS) platforms. The role focuses on increasing Tier 0 and Tier 1 resolution driving adoption of digital channels and ensuring high-quality efficient query handling. The incumbent will lead process documentation user journey mapping knowledge management and continuous improvement initiatives to enhance employee experience and service excellence.

Key Responsibilities:

Helpdesk Experience Design & Optimization

• Lead the design and enhancement of helpdesk services across IVR Live Chat telephony and ESS platforms.
• Drive Tier 0 adoption by promoting self-service capabilities and improving accessibility and usability of the knowledge base.
• Expand Tier 1 resolution through automation training and improved query routing.
• Collaborate with IT and vendor partners to optimize IVR flows and chatbot performance for faster and more accurate query resolution.

User Journey Mapping & Experience Design

• Design and map employee user journeys across helpdesk channels to identify friction points and opportunities for improvement.
• Use journey insights to inform service design channel strategy and personalization efforts.
• Partner with UX teams to ensure intuitive and user-friendly interfaces across digital platforms.

Service Delivery & Performance Management

• Define and monitor SLAs KPIs and quality metrics for helpdesk operations.
• Partner with Real-Time Workforce Management to ensure consistent service delivery during peak periods.
• Establish productivity benchmarks and ensure adherence to escalation protocols for complex queries.

Knowledge Management System Ownership

• Build and maintain a centralized Knowledge Management System to support Tier 0 and Tier 1 resolution.
• Ensure content is regularly updated searchable and aligned with employee needs and feedback.
• Promote knowledge sharing and reuse across HR teams to improve consistency and reduce resolution time.

Process Governance & Documentation

• Own the documentation of helpdesk processes SOPs and escalation matrices.
• Ensure global standardization and scalability of helpdesk processes while accommodating local compliance needs.

Stakeholder Engagement & Continuous Improvement

• Collaborate with HR CoEs IT and other stakeholders to align helpdesk services with business needs.
• Analyze feedback and service data to identify trends root causes and opportunities for improvement.
• Lead initiatives to enhance employee experience and satisfaction with HR Direct services.

Educational & Experience Requirements:

• MBA in HR or related field.
• Minimum 7 years of experience in managing or leading service/helpdesk operations preferably in a shared services or HR operations environment.
• Proven experience with IVR systems live chat platforms and query management tools (e.g. ServiceNow Zendesk).
• Strong background in process documentation knowledge management systems and service quality frameworks.
• Experience in designing user journeys and applying insights to improve service delivery.

Desired Skills & Competencies:

• Advanced Excel skills (including VBA Macros); familiarity with data visualization tools is a plus.
• Strong analytical and problem-solving skills with the ability to interpret data and drive decisions.
• Excellent communication and stakeholder management skills.
• Passion for employee experience digital adoption and continuous improvement.
• High ownership mindset with a track record of delivering results in dynamic environments.

Qualifications :

Educational & Experience Requirements:

• MBA in HR or related field.
• Minimum 7 years of experience in managing or leading service/helpdesk operations preferably in a shared services or HR operations environment.
• Proven experience with IVR systems live chat platforms and query management tools (e.g. ServiceNow Zendesk).
• Strong background in process documentation knowledge management systems and service quality frameworks.
• Experience in designing user journeys and applying insights to improve service delivery.

Desired Skills & Competencies:

• Advanced Excel skills (including VBA Macros); familiarity with data visualization tools is a plus.
• Strong analytical and problem-solving skills with the ability to interpret data and drive decisions.
• Excellent communication and stakeholder management skills.
• Passion for employee experience digital adoption and continuous improvement.
• High ownership mindset with a track record of delivering results in dynamic environments.

Behavioural Skills:

• Demonstrates objectivity making decisions based on impartial analysis and facts.
• Possesses the ability to work effectively in ambiguity navigating uncertainty with confidence.
• Aligns cross-functional teams for successful execution ensuring collaboration and synergy.
• Displays self-initiative and resilience proactively addressing challenges and setbacks

Additional Information :

Remote Work :

No

Employment Type :

Full-time