Senior HR Operations Specialist

<p>The primary goal of Senior HR Operations Specialist is to demonstrate effective HR query resolution, ensuring high level of service quality and customer satisfaction. The position leverages a case management system for tracking requests and may transfer or escalate cases to other HR functional teams for efficient issue resolution eg Center of Excellence, Local HR.</p><p></p><p><b>Responsibilities </b></p><ul><li><span>Conduct intake for all HR Operations<span>  </span>related inquiries and transfer them to appropriate parties, as necessary</span></li><li><span>Ensure timely resolution of cases and follow through cases to completion to provide best customer experience aligned with defined metrics</span></li><li><span>Track and monitor cases to identify root cause of issues</span></li><li><span>Administer HR employee Life-Cycle Transactions using state of the art HR systems like Workday, PeopleDoc, etc. </span></li><li><span>Leverage knowledge-base to provide consistent customer service</span></li><li><span>Provide feedback for ongoing process improvement; identify trends and knowledge base needs and provide insight to increase operational efficiencies</span></li><li><span>Ensure all relevant <span>procedural/legislative</span> requirements are fulfilled while delivering a quality and cost-effective service to customers</span></li><li><span>Create and maintain relevant process documentation, update knowledge database as required </span></li><li><span>Acting as SME for the team on operational topics and complex cases</span></li><li><span>Support onboarding of newcomers (buddy), support knowledge sharing and process improvements in the team</span></li><li><span>Support projects assigned by the manager</span></li></ul><p></p><p><b>Requirements</b></p><ul><li><span>Minimum 3 years of HR Operations experience, preferably within international environment in HR Management (Shared Services Operations will be an advantage)</span></li><li><span>Advanced in written and English (C1), other language as a plus</span></li><li><span>Experience in Workday and ticketing tool eg Service Now</span></li><li><span>Very good interpersonal and communication skills with customer focus</span></li><li><span>Demonstrated commitment to effective issue resolution</span></li><li><span>Documentation proficiency for recording inquiry resolution and escalation in the case management system</span></li><li><span>Capability to provide insights into trends and knowledge base needs for ongoing process improvement.</span></li><li><span>Ensure compliance with procedural and legislative requirements</span></li><li><span>Experience in process transition and process documentation preparation (SOP) would be an advantage</span></li><li><span>Bachelor's/ Master's Degree in Human Resources, Management, Human Relations, or a related discipline</span></li></ul>