Careers At HGS

Human Resource Generalist

Job Code : HGS/617

Job Description

HGS (Hinduja Global Solutions) provides a full suite of business process management (BPM) services from traditional voice contact center services and transformational DigiCX services that are unifying customer engagement to platform-based, back office services and digital marketing solutions.  At HGS, we help design and implement an effortless customer experience using digital channels, analytics, automation and digital marketing. As a member of the HGS Human Resources team, the HR Generalist will assist with the responsibility of partnering with site operation leaders to implement Human Resources strategies in support the organization’s overall strategic objectives. Additionally, to ensure the organization’s culture develops in accordance with HGS values, the HR Generalist will help to enable the organization to attract, retain and develop high performing employees




Typically Reports To: Director of Human Resources or Human Resource Call Center Manager

Typical Reports:  Human Resources Coordinator 


Principal Duties and Responsibilities:

  1. Work closely with Operations Leadership providing them with expert guidance, coaching and support on the full range of employee relations, performance coaching, progressive discipline, employee engagement and risk analysis.
  2. Help to ensure all policies and procedures are administered consistently to ensure the effective, fair and consistent management of employees.
  3. Monitor turnover through conducting and analyzing exit interviews and implement proactive measures to lead staff on how to improve retention.
  4. Provide advice and guidance on employee relations cases, ensuring they are well managed and meet the requirements of HGS policies, best practice and employment legislation.
  5. Support the creation of an environment of positive employee relations where change and business decisions are communicated effectively.
  6. Ensure that all employees are informed by assisting with communications of key initiatives and policies.
  7. Help the HR Manager to analyze operational and workforce related metrics to arrive at insights and action plans.
  8. Promote employee engagement and work to minimize employee turnover.
  9. Manage the New Hire Orientation process and presentation materials.
  10. Collaborate with talent acquisition to attract and retain qualified talent.
  11. Be knowledgeable of Company policies and procedures, compensation plans, employee benefits, employment laws and communicate consistently with employees and management to ensure understanding and compliance.
  12. Maintain and execute Company practices and processes regarding W/C, leaves of absence and compliance standards.
  13. Assists HR Manager and HR Vice President in various responsibilities.
  14. Conducts investigations, provides guidance, documentation and incident closure.
  15. Identify process improvements to gain efficiencies and accuracy.
  16. Act as a cultural role model and drive accountability for exhibiting behaviors aligned to our core values.



The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.  In addition to the above, all HGS employees are expected to:


* Promote teamwork and cooperative effort.  * Help train and give guidance to other HGS employees.  * Maintain a clean, safe, and unobstructed work area, and practice good safety habits.  * Provide internal and external customers with the highest quality service.

Minimum jOB Requirements: (Education, Experience, Skills)

·          BA/BS in Human Resources or related field or equivalent experience required.

·          2 – 4 years previous Human Resource management experience required

·          Intermediate knowledge of PC applications for word, processing spreadsheets, presentations, etc.

·          PHR / SPHR preferred

·          Demonstrated written and verbal communication skills to include presentation ability.

·          Proven project management skills.

·          Demonstrated decision making and problem solving ability.

·          Demonstrated report writing ability.

·          Demonstrated ability to manage conflict.

·          Proven ability to work as part of a team.




Uses Sound Judgment & Makes Decisions Wisely



Asks probing questions to better understand other external points of view.  Develops sound recommendations to achieve progress on major accounts/projects.  Recognizes limits in resolving complex issues and involves appropriate personnel as necessary.

Shows Initiative



Questions the way a process is done and suggest changes. Leads efforts to achieve long term goals.  Empowers and supports others to produce needed results that lead to the growth of the business and personal development.

Promotes Teamwork



Shares in-depth knowledge about the organization to expand team understanding of relevant issues.  Leads cross-functional teams.  Participates in external collaborative efforts and arrangements. 

Communicates Effectively


Conveys information to a variety of audiences, modifying content as appropriate.  Listens to others and facilitates the sharing of information. Acts as a leader during internal and external meetings.

Embraces Differences

Encourages differences as a way to enhance group productivity. Promotes equal treatment among team members.

Drives Customer Focus


Anticipates, understands and exceeds the needs of our customers.  Drives the development or enhancement of product/services, based on customer needs.  Leads and encourages team to build customer relationships.  Seeks feedback from our customers.

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