People Operations Specialist – IC2

• Build and nurture productive partnerships with Centers of Excellence, HR Business Partners, employees, and managers.
• Effectively prioritize and manage Tier 1 and 2 HR cases across time zones and teams to ensure SLA adherence – utilizing our innovative employee portal and live agent system to always ensure the highest quality service and seamless customer experiences.
• Execute Global People Product-aligned processes with a focus on enhancing the employee experience. These processes may include creating offer letters and contracts, processing employee data, providing program and policy information, supporting employee learning platforms, and/or supporting Live Agent chat services
• Utilize operational knowledge and sound judgment to escalate issues or HR cases timely as necessary, capturing subject matter expertise and ensuring resolution against at-risk or breach of SLAs
• Empowering employees to self-serve their HR policy and process needs by leveraging and promoting our internal knowledge base.
• Uphold a high standard of data integrity in all systems and documents, ensuring accuracy of all data points
• Perform audits and validations of HR Case transactions as required
• Provide feedback to Team Lead and/or Manager on experience and/or process improvement opportunities – identifying inconsistent, inefficient, and incongruent processes, policies, and practices to prevent and mitigate HR risk and compliance issues.
• Provide project and User Acceptance Testing (UAT) support as required.
• Developing and maintaining Standard Operating Procedure documents and response templates to streamline Care services and support functions.

• Living our values: you take a humble approach to learning, obsess over customer experience, consistently strive to foster empathy and inclusivity, and celebrate wins collectively.
• High emotional intelligence (EQ) and excellent interpersonal skills – we promote proactive, positive, and professional interactions always.
• Ability to thrive in dynamic, diverse business environments
• Ability to independently and successfully organize tasks and manage time
• Ability to shift priorities as needed – able to stay calm under pressure and apply independent problem-solving skills to find solutions when situations don’t go as planned
• Outstanding attention to detail and accuracy
• Ability to work collaboratively – finding common ground and goals including in times of ambiguity
• Ability to think ahead: independently anticipate and troubleshoot bottlenecks, manage escalations, and remove obstacles before they become a problem
• A strong sense of urgency – you can react and follow through with appropriate levels of urgency to situations and events that are time sensitive
• Able to deal with complex requests – e.g., managing different time zones, conflicting schedules
• Ability to quickly acquire an understanding of relevant businesses policies, procedures, and systems
• Ability to quickly and efficiently research, identify and summarize relevant information
• Identify gaps in knowledge or supporting policies and proactively communicate improvement opportunities for employee resources
• Availability to work in shifts

• 3-6 years of previous experience working in an HR operations or centralized customer service support role supporting global client groups

• Strong process support skills and knowledge of Human Resource tools and technology
• Experience working in a fast-paced, dynamic environment, including in support of Centers of Excellence
• Proven experience supporting HR in the Americas and LATAM regions, including the United States, Canada, Mexico, and Costa Rica.
• Bachelor’s degree or equivalent experience

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