About this role
Job Title: : Specialist, People Support
Position Summary:
The Specialist, People Support plays a crucial role in providing specialized support and resolving complex HR inquiries and issues that Digital Assistant cannot handle. This position requires a deep understanding of HR policies, procedures, and systems. The Specialist, People Support team member will serve as a liaison between employees, HR business partners, and other departments, ensuring efficient and effective resolution of HR-related matters.
Key Responsibilities:
Issue Resolution:
• Handle complex HR inquiries and issues escalated from the Digital Assistant support.
• Provide accurate and timely responses to HR-related queries through various communication channels (e.g., phone, email, ticketing system).
Policy and Procedure Guidance:
• Interpret and provide guidance on HR policies, procedures, and programs.
• Assist employees and managers in understanding HR processes and ensure compliance with company policies.
Data Management and Reporting:
• Maintain and update employee records in HR systems.
• Generate and analyze HR reports to support decision-making and compliance requirements.
Case Management:
• Manage and track HR cases using the ticketing system, ensuring all cases are resolved within established SLAs.
• Document and maintain detailed records of interactions and resolutions.
Process Improvement:
• Identify opportunities for process improvements within the HR Shared Services function.
• Collaborate with HR teams to implement best practices and streamline HR processes.
Collaboration and Communication:
• Work closely with HR business partners, Payroll, Benefits, and other departments to resolve employee issues.
• Participate in team meetings and contribute to ongoing training and development initiatives.
Qualifications:
Education:
• Bachelor’s degree in Human Resources, Business Administration, or a related field preferred.
Experience:
• Minimum of 3-5 years of experience in HR, with at least 2 years in an HR Shared Services or similar role.
• Experience with HRIS systems (e.g., Workday, SAP, Oracle) and ticketing systems. • Experience with working on Artificial Intelligence (AI) automation projects.
Skills and Competencies:
• Strong knowledge of HR policies, procedures, and best practices.
• Excellent problem-solving and analytical skills.
• High level of attention to detail and accuracy.
• Effective communication skills, both written and verbal.
• Ability to handle confidential and sensitive information with discretion.
• Strong organizational and time management skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Attributes:
• Customer-focused mindset with a commitment to delivering high-quality service.
• Ability to work independently and as part of a team.
• Adaptability and willingness to learn new systems and processes.
• Strong work ethic and a proactive approach to problem-solving. #LI-JJ1