Job Description

Position Title Advanced Associate, People Support (IC15 - GPC Specialist)
Department: HR Operations
Reports to: Global People Care Manager
Position Type: Limited Term Employee, 6 months, Full-Time temp

The GPC Specialist 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 Global People Care 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

1. 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).
2. 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.
3. Data Management and Reporting
   • Maintain and update employee records in HR systems.
   • Generate and analyze HR reports to support decision-making and compliance requirements.
4. 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.
5. 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.
6. 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

1. Education
   1. Bachelor’s degree in Human Resources, Business Administration, or a related field preferred.
2. Experience
   1. Minimum of 3-5 years of experience in HR, with at least 2 years in an HR Shared Services or similar role.
   2. Experience with HRIS systems (e.g., Workday, SAP, Oracle) and ticketing systems.
3. Skills and Competencies
   1. Strong knowledge of HR policies, procedures, and best practices.
   2. Excellent problem-solving and analytical skills.
   3. High level of attention to detail and accuracy.
   4. Effective communication skills, both written and verbal.
   5. Ability to handle confidential and sensitive information with discretion.
   6. Strong organizational and time management skills.
   7. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
   8. Experience utilizing AI tools with exposure to project initiatives
4. Attributes
   1. 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.