ERC Associate

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 – ERCYears of Experience: 3–4 years in Global HR Operations / Shared Services / HR Service DeliveryKey Responsibilities:Global HR Support & Case ManagementAct as the main point of contact for employees and managers worldwide, handling numerous HR inquiries related to policies, lifecycle processes, systems, and dataOwn cases end-to-end from intake to closure, ensuring timely resolution and adherence to SLAsApply case management tools for tracking, documentation, and resolutionOffer clear and understanding answers that follow worldwide policies and methodsTriage, prioritize, and route cases based on urgency, impact, and complexityResolve low to moderate complexity cases independently using defined frameworksApply judgment to identify risks, trends, and recurring issues, and advance where requiredSLA Management & Service Delivery ExcellenceEnsure resolution within 48 hours for standard queriesProvide immediate resolution for policy and informational queries not requiring backend actionProactively manage case queues to ensure SLA adherence and timely closureMaintain high-quality case documentation, ensuring completeness, accuracy, and audit readinessSOP Governance & Process ExcellenceFollow and maintain SOPs to ensure consistency and standardizationUpdate SOPs to reflect process, policy, and system changesIdentify gaps and opportunities for process improvement and standardizationEnsure adherence to global policies and local labor lawsMaintain high standards of data accuracy, integrity, and confidentialitySupport reporting and analysis of service delivery metricsAdhere to audit, documentation, and governance requirementsContribute to knowledge base, FAQs, and self-service enablementGlobal Collaboration & Partner ManagementCollaborate 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 coordinationEnsure clear communication and smooth transitions across teams, functions, and time zonesSupport global rollouts, transitions, and change initiativesBuild and maintain strong collaborator relationships across geographiesDrive continuous improvement across processes and service deliverySupport automation, digitization, and HR transformation initiativesContribute to enhancing employee experience and service qualitySkill RequirementsExperience in Global HR Operations / Shared Services / HR Service Delivery settingsStrong understanding of case management systems and operations guided by service level targetsProven ability to manage high-volume workloads with accuracy and efficiencyStrong triaging, prioritization, and multitasking capabilitiesExcellent written and verbal communication skillsStrong problem-solving and analytical thinking abilitiesAbility to collaborate successfully across different cultures, regions, and time zonesWorking knowledge of HR processes across employee lifecycleProficiency in Excel and data handlingAdaptability to new tools, systems, and process changesStrong focus on accuracy and dedication to qualityAbility to handle confidential and sensitive information with discretionKey CompetenciesCustomer-Centric ApproachGlobal Approach & Cultural AwarenessSLA & Delivery ExcellenceStrong Judgment & Decision MakingOperational Field & Attention to DetailProactive & Committed to Resolving IssuesEffective CommunicationCollaboration & TeamworkContinuous Improvement ApproachAbout AdobeAdobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let’s Adobe togetherAt Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call +1 408-536-3015. AI Use Guideli