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SME HR Helpdesk

Date: 14-Sep-2021

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. 
We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. 
These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.


Job Title: SME HR Helpdesk - HRSS


Purpose of job:


To provide the first line of support to British Council employees, delivering quality customer service, issue triage and effective ticket management to ensure that enquiries regarding SAP SuccessFactors processes and data are answered/ addressed timely.


As the front line of HR Services, this role is key in ensuring that British Council employees know where and how to manage processes and that complex issues are assigned to the correct user group. 


Main opportunities/challenges for this role 

Accountabilities, responsibilities and main duties


  • This role will provide critical support to a newly implemented system.
  • It will provide critical support, both to system users (employees and managers) and to support teams (Local HR and HR Systems teams).
  • As a new service function, it will test and improve HR Service Centre processes and will be accountable for excellent customer service.




  • Provide 1st level support to the British Council staff via email, voice, Success factor tool & a mobile application.
  • Resolve or assign HR administration issues raised by the British Council internal staff.
  • Create & amend various contracts such as Joining, Internal Job Postings, international mobility.
  • Create & amend positions on the portal.
  • Generate country/ regional level reports on various HR metrices/ utilisation of Success Factors.
  • Proactively identify and escalate priority issues to the contacts as per the escalation matrix.
  • Follow up with the concerned department/ customers across the globe (110+ countries) to ensure the customer query has been resolved via email or phone within the agreed service levels.
  • Liaise with HRBPs (both regional and countries) to address complexed queries.
  • Conduct formal/ informal session with countries/ regional HR/ HRBPs to help them understand the implementation/ features of Success Factor tool.
  • Call back customers to update them about the status of their queries.
  • Update required tools (CRM, excel sheets etc.) to record every customer interaction promptly.
  • Develop and maintain positive relations with the British Council staff and HR teams.
  • Support regional teams/ countries in pre recruitment arrangements (includes sorting and shortlisting of applications)
  • Initiating and managing Pre Appointment screening of staff globally.
  • High attention to detail to ensure right resolution of the query.
  • Drive quality assurance of queries by reviewing the transactions/ resolutions on regular basis.
  • Update and maintain knowledge management tool/ articles for all countries to ensure effective delivery.


Other Key skills:


  • Problem solving skills associated with an HR Administrative environment.
  • Very Strong written and verbal communication skills
  • Strong analytical skills
  • Must be a highly motivated self-starter comfortable working in a fast paced environment
  • Eager to learn and develop troubleshooting and customer service skills
  • Must have excellent time and task management skills


Information Security


  • Read, understand and comply with the information security policies
  • Raise incident / blow whistle when observe any non compliance to information security policies


Key relationships



  • HR colleagues, particularly operations (systems, analytics and process), Regional and Local HR teams
  • Process Manager
  • Assistant Manager
  • Regional Teams
  • Noida Shared services teams




  • None


Role specific knowledge and experience



  • Experience in HR department/ HR BPO after successful completion of MBA (HR).
  • Knowledge of Success factors/ C4C tool.
  • Advanced level of English Communication Skills. (IELTS Band 7.5 and above equivalent)
  • Excellent Computer (MS office, typing and keyboard handling skills)




  • Preferred experience in international Voice based/Blended process which includes Inbound / Outbound / Email / Backend processing.
  • Preferred understanding of Service Desk processes, reporting
  • Knowledge of customer service principles and practices




  • Relevant qualification


Further Information

Pay Band – 5

Contract Type – 31 March 2022

Department/Country- HRSS/ India - Noida

Closing Date (Time) –  29 Sep 21 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.


Equality Statement


The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

The British Council is committed to safeguarding children, young people and adults who we work with.


We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.


Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.


  If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.