Description
Join Adobe as an ERC Generalist Level 2 and act as the main contact for employee and manager questions. This position offers wide-ranging exposure throughout the HR field, delivering generalist assistance that supports both manager and employee success.
You will handle various HR-related questions about policies, procedures, and programs. You will work closely with Centers of Excellence (COEs) to find and apply effective solutions. The role needs a strong focus on customers, collaboration with regional and global partners, good judgment, and a proactive, data-driven way to anticipate and meet people-related needs in a fast-changing environment.
Key Responsibilities
- Attend to employee and manager concerns from start to finish, addressing complex and elevated cases, using strong communication, thoughtful reasoning, and problem-solving capabilities.
- Provide first-level mentoring to employees and managers on employee discretionary policies, and various lifecycle processes and moments that matter
- Deliver consistent, compliant, and high-quality customer service
- Drive operational excellence across case management by ensuring accuracy, efficiency, documentation integrity, and timely resolution.
- Enable and promote self-service by contributing to high-quality, locally relevant knowledge content and support materials.
- Ensure knowledge is accurate, regionally compliant, and continuously improved through structured feedback and collaboration
- Analyze case trends, operational metrics, and employee sentiment data to identify root causes, service gaps, and improvement opportunities.
- Maintain a data-driven approach, using insights to improve employee experience and streamline processes.
- Lead and contribute to India and global cross-functional initiatives aimed at resolving complex scenarios, optimizing workflows, reducing manual effort, and improving service delivery.
- Identify AI and automation opportunities and partner with Technology and collaborator teams to implement scalable solutions.
- Support the development and execution of global processes while ensuring regional alignment and compliance.
- Partner with multiple COE teams to orchestrate solutions across entire employee lifecycle.
- Working with global teams in a highly matrixed global organization.
- Proactively anticipate operational risks and implement preventive, scalable solutions to mitigate impact.
Key Proficiencies
- Strong customer-focused approach with a dedication to delivering outstanding employee experience
- Proactive approach with the ability to anticipate needs and act with ownership
- Effective written and verbal communication skills
- Practical problem-solving capability with good judgment
- Critical thinking and analytical ability
- Ability to clearly articulate problem areas and influence collaborators toward solutions
- Strong solution-oriented focus with a continuous improvement approach
- Empathy and sensitivity when handling employee matters
- Ability to collaborate effectively across teams and functions
- Comfort operating in ambiguity and navigating complex scenarios
- Ability to thrive in a fast-paced, evolving environment