ERC Associate

ERC Associate Location: Bangalore The ERC Generalist at Adobe offers a unique chance to join a world-class team in Bangalore. This role delivers exceptional HR support within a centralized global service delivery model. This role requires managing many HR queries while providing uninterrupted support across different regions. Your focus will be on owning cases, adhering to SLAs, and improving employee experience. Additionally, you will support SOP governance, knowledge management, and ongoing improvements. Collaboration with regional HR teams and Centers of Excellence (COEs) is essential to support global operations and rollouts. Success in this role requires strong judgment, operational rigor, and the ability to thrive in a fast-paced, deadline-focused, high-volume environment. Reports To: Director – ERC Years of Experience: 3–4 years in Global HR Operations / Shared Services / HR Service Delivery Key Responsibilities: Global HR Support & Case Management Act as the main point of contact for employees and managers worldwide, handling numerous HR inquiries related to policies, lifecycle processes, systems, and data Own cases end-to-end from intake to closure, ensuring timely resolution and adherence to SLAs Apply case management tools for tracking, documentation, and resolution Offer clear and understanding answers that follow worldwide policies and methods Triage, prioritize, and route cases based on urgency, impact, and complexity Resolve low to moderate complexity cases independently using defined frameworks Apply judgment to identify risks, trends, and recurring issues, and advance where required SLA Management & Service Delivery Excellence Ensure resolution within 48 hours for standard queries Provide immediate resolution for policy and informational queries not requiring backend action Proactively manage case queues to ensure SLA adherence and timely closure Maintain high-quality case documentation, ensuring completeness, accuracy, and audit readiness SOP Governance & Process Excellence Follow and maintain SOPs to ensure consistency and standardization Update SOPs to reflect process, policy, and system changes Identify gaps and opportunities for process improvement and standardization Ensure adherence to global policies and local labor laws Maintain high standards of data accuracy, integrity, and confidentiality Support reporting and analysis of service delivery metrics Adhere to audit, documentation, and governance requirements Contribute to knowledge base, FAQs, and self-service enablement Global Collaboration & Partner Management Collaborate with regional HR teams and COEs to address queries efficiently and find solutions. Act as a liaison between global and regional teams to ensure alignment and coordination Ensure clear communication and smooth transitions across teams, functions, and time zones Support global rollouts, transitions, and change initiatives Build and maintain strong collaborator relationships across geographies Drive continuous improvement across processes and service delivery Support automation, digitization, and HR transformation initiatives Contribute to enhancing employee experience and service quality Skill Requirements Experience in Global HR Operations / Shared Services / HR Service Delivery settings Strong understanding of case management systems and operations guided by service level targets Proven ability to manage high-volume workloads with accuracy and efficiency Strong triaging, prioritization, and multitasking capabilities Excellent written and verbal communication skills Strong problem-solving and analytical thinking abilities Ability to collaborate successfully across different cultures, regions, and time zones Working knowledge of HR processes across employee lifecycle Proficiency in Excel and data handling Adaptability to new tools, systems, and process changes Strong focus on accuracy and dedication to quality Ability to handle confidential and sensitive information with discretion Key Competencies Customer-Centric Approach Global Approach & Cultural Awareness SLA & Delivery Excellence Strong Judgment & Decision Making Operational Field & Attention to Detail Proactive & Committed to Resolving Issues Effective Communication Collaboration & Teamwork Continuous Improvement Approach About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. 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