The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Ticket Resolution Time (Tier 1)
How quickly you resolve common employee queries and system issues that come through our HR service desk.
Target · Resolve 90% of Tier 1 tickets within 24 hours. If you get 100 tickets in a week, you'd aim to close 90 of them within a day. This means getting back to people quickly and solving their problems efficiently.
Data Entry Accuracy
The precision of the data you enter and update in our HR systems, like Workday. This is crucial for payroll, reporting, and compliance.
Target · Achieve 99.7% accuracy on all HRIS transactions. Out of 1,000 employee data changes (new hires, promotions, address updates), you'd have no more than 3 errors. That's pretty tight, but it's what we need for reliable data.
Process Cycle Time (e.g., Onboarding)
The time it takes to complete specific end-to-end HR processes, from start to finish. We want to make things faster without losing quality.
Target · Complete new hire onboarding administrative tasks within 48 hours of offer acceptance. When a new person accepts an offer, all their system setup, background checks initiated, and paperwork processed should be done within two working days. This helps us get them ready to go on day one.
Tier 0 Deflection Rate Contribution
Your contribution to helping employees find answers themselves, reducing the need for them to raise tickets. This often means improving our knowledge base.
Target · Contribute to a 5% increase in self-service resolutions for your assigned process area. You might update 10 knowledge base articles about expenses or holiday requests. If that means 5% fewer tickets coming to the team for those topics, you've made a real difference.
Process Improvement Identification
How well you spot inefficiencies or recurring problems in our HR processes and propose practical solutions to fix them.
- You'll be bringing ideas to your manager, suggesting changes to workflows, or even drafting new process documentation. We'd see you actively participating in team discussions about 'how can we do this better?'
Employee Experience Focus
Designing and executing processes with the employee's perspective in mind, making sure things are clear, easy, and helpful for them.
- Feedback from employees (e.g., in surveys or direct comments) that processes are straightforward. You'll be asking 'what's it like for the employee?' when we talk about changes, not just 'is it efficient for HR?'
Problem-Solving Initiative
Your ability to tackle issues independently, figure out root causes, and try to resolve them before escalating. It's about taking ownership.
- When a system error pops up, you're not just passing it on. You're trying to replicate it, checking logs, and doing some initial troubleshooting. Your manager won't be hearing about every little snag, only the ones you genuinely can't fix yourself.
Documentation Quality
Keeping our process guides, system instructions, and knowledge base articles clear, accurate, and up-to-date.
- Other team members can easily follow your documentation. New joiners can use it to learn. When we audit our knowledge base, your articles are always current and easy to understand. Honestly, it's not glamorous, but it's essential.
