HR Service Delivery Coordinator

Wolters Kluwer — IND-Pune-Smartworks

Summary The HR Service Delivery Coordinator plays a critical role in delivering high-quality HR operations support across employee lifecycle processes, with a strong focus on complex transactions, issue resolution, and continuous improvement. This role goes beyond transactional support and requires deep expertise in HR operations, the ability to handle escalations, drive process enhancements, and partner with stakeholders across regions. The position also involves mentoring junior team members and contributing to strategic HR initiatives. Job Description The HR Service Delivery Coordinator acts as an advanced point of contact for employees, managers, HR Business Partners, and external stakeholders across US and Canada regions. The role provides end-to-end support across HR operations including Workday transactions, benefits, and employee lifecycle management, while also leading improvements in service delivery and operational excellence. Key Accountabilities Employee Lifecycle & Advanced Transactions Manage and execute complex employee lifecycle transactions in Workday (hires, transfers, promotions, terminations, corrections, and data changes). Review and validate documentation for accuracy, compliance, and completeness. Handle exception cases and non-standard transactions with minimal supervision. Escalation & Query Management Act as an escalation point for complex or sensitive employee and manager queries. Resolve intricate issues related to HR policies, payroll, benefits, and HR systems. Partner with COEs (Payroll, Benefits, Compensation, Mobility) for timely resolution. Payroll & Benefits Support Provide advanced support for payroll and benefits-related queries, including issue investigation and resolution. Liaise with vendors and internal teams for escalated cases. Process Improvement & Projects Identify process gaps and drive continuous improvement initiatives to enhance efficiency and employee experience. Lead or contribute to HR service delivery projects, in

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