As a member of the People Services team, the People Services Specialist will play a key role in supporting HR programs, policies, and processes to ensure HR service delivery is timely and efficient. The People Services Specialist is responsible for completing a variety of tasks to support the daily operations of the HR department. Responsible for handling escalations and more advanced inquiries that are beyond the scope of Tier 1 support. The specialists will provide best-in-class customer service for HR second level tier support responding to the needs and requests of the organization and supporting the delivery of HR programs and execution of HR processes.
Essential Job Duties:
- Act as an escalation point and coordinate support from Subject Matter Experts (SME) (e.g., HR Business Leaders (HRBLs), People Systems, Payroll and Center of Expertise (CoE) for resolution of more complex cases unable to be resolved through self-service or basic transactional support.
- Respond to cases/tickets escalated related to employment policies, programs, and processes to Tier 2 in a timely manner in compliance with defined SLAs.
- Work collaboratively by building & maintaining strong relationships that foster trust and accountability across the organization to deliver customer - centric HR services.
- Support the delivery of annual / recurring HR programs and process, including but not limited to performance and compensation planning and talent planning/development initiatives.
- Actively participate in continuous improvement efforts to increase effectiveness and efficiency of the People Services organization.
- Work with other HR functions to identify issues, streamline processes and build synergies to improve employee experience and efficiency.
- Prepare and maintain accurate and effective documentation, communication to customers in consultation with HR compliance, People Solutions, HRBLs, and cross-functional partners for process and procedure changes, as needed.
- Assist with the execution of People Services internal controls by supporting the integrity of employee record and HR system and services related data.
- Engage with Digital Experience team to develop, enhance, and educate employees on self-service content. Update People Services Knowledge Base and support the delivery of in person HR systems support/training when required.
- Contribute to the development of HR Services Tier 1 representatives on HR policies, programs, and procedures, when needed.
- Provide regional specific support as required based-on country/region specific needs.
- Act as end-to-end point of contact for most cases with escalation to COEs and People Solutions team when unable to be resolved within Tier 2.
- Actively participate and collaborate with other teams on projects for HR system implementations, improvement and enhancements to new and existing HR applications, reports and business processes.
- Regularly prepare, review accurate and effective documentation which may include wet signature documents requiring HR support / communication to customers to ensure consistency in consultation with HR compliance, People Solutions and HRBLs for process / procedure / policy changes.
On-Site Job Duties
- Provide, as required, on-site HR support to Employee Relations (ER) function for specific cases requiring in-person escalated manager coaching/support (if local ER support is not available).
- Proactively partner with People Leaders as needed to resolve low-complex employee related issue.
- Act as on-site HR Specialist supporting employees face-to-face in locations with larger groups of employees and/or where onsite support would be needed.
- Provide in-person light coaching for people leaders on key manager processes, tools, and systems.
- Assists with onsite delivery of programs (e.g., on-boarding of new hires).
- Responsible for ensuring compliance with local laws and regulations.
- Partner with People Solutions, COEs and HRBLs to deliver and execute cyclical programs onsite.
- Pull-in needed support and resources, as needed, for support and additional insights (e.g., HRBLs, COEs) in more complex matters and as dictated by business need.
- Identify gaps in services/programs/policies and escalate to appropriate team – COE, HRBL, etc.
- Respond to escalations from Tier 1 or Tier 2 where on-site support is needed for resolution.
- Provide on-site support to local leadership in crisis management situations and business-led cultural and recognition activities supporting employee engagement efforts.
Specialized Support Job Duties
- Act as subject matter expert in designated area for assigned region/location.
- Provide specialized support in areas such as Payroll, Global Mobility, Comp & Benefits, ER & Compliance, and other areas, as assigned.
- Maintain knowledge and skills for assigned area of specialization.
- Proactively identify areas for process improvement or gaps in services, trends, etc. in collaboration w/ COEs, People Solutions, and/or other departments.
Required Skills and Experience:
- Strong knowledge of local labor laws
- Experience in process documentation
- Demonstrated ability to work independently, initiate and identify solution whilst prioritizing work and meeting deadlines
- Excellent customer service and service quality improvement skills
- Strong analytical skills, self-motivated and goal-oriented individual, passionate about improving business performance
- Collaborative, team player attitude with a customer service mentality
- Excellent communication including verbal, written and interpersonal as well as organization skills
- Proficient verbal and written communication skills in English and local language(s)
Required Education and Training:
- Bachelor’s degree, preferred.
- Minimum 5 years of HR generalist type experience in HR employee life cycle related processes, HR compliance and service delivery for general Tier 2 support.
- Of the 5 years of experience, a minimum of 3 years must be in an area of specialization for specialized Tier 2 role (e.g., ER, Payroll, Comp & Benefits)
- Min 3 years of experience working in a tiered shared service model
Intuitive es un empleador que brinda igualdad de oportunidades de empleo. Proporcionamos igualdad de oportunidades de empleo a todos los solicitantes y empleados cualificados, y prohibimos cualquier tipo de discriminación y acoso, independientemente de su raza, sexo, condición de embarazo, orientación sexual, identidad de género, origen nacional, color, edad, religión, condición de veterano protegido o de discapacidad, información genética o cualquier otra condición protegida por las leyes federales, estatales o locales aplicables.
