HR Advisor

Description

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Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.

We reach every phone on earth. From the lifechanging to the time-saving, we're helping our customers to interact with people like never before. For you, that means working in an environment that offers an incredible variety of exciting challenges, and the chance to impact how billions of people engage with their favorite brands. The dream of personalizing content to all 15 billion phones on the planet is no fairy tale!

More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation. Sinch's core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 5,000 employees across 60 different countries.

Our APIs and platform deal with over 150 billion engagements annually.

Requirements

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About the Role

We are seeking a detail-oriented professional to ensure accuracy, compliance, and smooth operations of HR systems. In this role, you will be responsible for updating employee records, maintaining HRIS data integrity, supporting audits, and collaborating with IT to resolve system issues or tickets. You’ll play a critical role in keeping HR systems optimized and ensuring data is reliable for reporting and decision-making.

About the Role

Looking for frontline HR professional ensuring efficient HR service delivery across the organization. You’ll handle employee queries, manage helpdesk operations with ticketing tools, collaborate closely with HRBPs, IT, and broader HR teams, and prioritize tasks with a strong sense of urgency.

Key Responsibilities

• Employee Query & Helpdesk Handling
• Serve as the initial point of contact for employee queries relating to HR policies, processes, HR systems, benefits, leave, and general HR operations.
• Manage and resolve queries via helpdesk/ticketing systems (e.g. Jira or any other ticketing tool), ensuring great customer experience, timely follow-up and closure.
• Ensure adherence to ticketing SLAs while delivering consistently high-quality resolutions to stakeholders
• Operational Support & Ticket Management
• Log, track, prioritize, escalate, and resolve tickets using HRMS tools.
• Ensure SLAs are met, and critical tickets are flagged and addressed promptly.
• Resource Guidance
• Be well-versed in company HR policies and procedures and guide employees to appropriate resources or documentation.
• Advise HRBPs, managers, and employees on policy interpretation and application.
• Urgency & Prioritization
• Assess query urgency and prioritize tasks according to business needs, policies, and severity.
• Escalate or reassign issues promptly when criteria demand.
• Cross-functional Collaboration
• Liaise with HRBPs, HR operations, IT, and broader HR teams to coordinate resolutions—especially for ticket issues requiring IT or system support.
• Drive improvements in HR systems and workflows based on feedback and trends.
• System & Process Improvement
• Suggest enhancements to helpdesk platforms (e.g., introducing automation, self-service bots, or knowledge base capabilities).
• Identify repeat inquiry types and optimize responses via FAQs, macros, or policy clarifications.

Experience & Qualifications

• Professional Experience
• 3–5 years in HR Shared Services, HR Operations, or HR Helpdesk roles, especially with hands-on helpdesk/ticketing experience.
• Proven track record of managing employee queries and speedily resolving them.
• Systems Proficiency
• Skilled in using HR ticketing tools like Jira, ServiceNow or equivalents.
• Familiar with HRIS systems and common HR software platforms (Oracle etc.).
• Soft Skills
• Exceptional communication: can interpret and convey policies clearly.
• Organized, detail-oriented with strong follow-through.
• Capable of managing multiple priorities and responding swiftly during high-pressure situations.
• Collaborative mindset to work across business units.
• Educational Background
• Bachelor’s degree

Being you at Sinch:

We're a worldwide group of people, committed to diversity. We're working to offer an increasingly inclusive workplace wherever you are. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

We’re proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, colour, religion, gender identity or expression, sexual orientation, pregnancy, disability, age, veteran status, and more.

Your life at Sinch:

Being a Sincher is all about learning and being in pursuit of new challenges. Working in the offices, at home, or in a hybrid model, that means celebrating change and the unknown, rolling up your sleeves and seeing what impact you can have on the world. The only way is up, and you’ll be reaching for the opportunities that match where you want to take your career. It’s closer than you think.

Are you ready? Join us on our journey!

Know more about us: www.sinch.com

SMS Messaging, Voice, Email, Video & Verification APIs | Sinch

Unlock meaningful conversations across the customer journey with programmable SMS, voice, email, video, & verification APIs!

Benefits

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• Private Health Insurance coverage, Accidental Coverage, Optional Parental Health Coverage
• Flexible and supportive working environment
• Paid Time Off, Maternity, Paternity Leave, Wellbeing Programs
• Subsidized Meal
• Training & Development
• Internal Mobility
• Competitive salary and Allowances
• Highly engaged, collaborative, and transparent work culture
• Constant skill upgradation by learning and career advancement opportunities in a high-growth environment
• Annual health checkup.
• Global Mobility Program/Opportunities.
• Engaging Rewards & Recognition programs