Specialist, People Support

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.

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