Job Description

A Tier 1 HR Services Delivery Specialist role is the first point of contact for all colleague inquiries, focusing on delivering standardized, efficient, and consistent HR service that is being provided in the Delivery center. The Tier 1 roles thrive in a high-volume, process-driven, centralized environment and are dedicated to exceptional customer service while adhering strictly to documented procedures and compliance.

Key Responsibilities

1. Centralized HR Support for Inquiry, Request and Transaction Management
   • Serve as the initial point of contact via ServiceCentral ticketing system for all colleague and manager inquiries related to HR policies, procedures, programs, and systems (e.g., benefits, payroll questions, onboarding/offboarding logistics, HR cloud data changes and updating colleague records).
   • Provide accurate, consistent, and timely responses by leveraging and applying knowledge from the centralized ServiceCentral HR knowledge base and standard operating procedures (SOPs).
   • Log and track all inquiries, requests and transactions in the HR service delivery platform, ensuring complete and accurate documentation of the issue, requests, resolution steps, peer check process and follow-up actions. Including system-based transactions approvals and corrections.
   • Manage assigned tickets, meeting established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for response, resolution time and quality controls and measures.
2. Process Standardization & Execution
   • Execute standardized HR processes for transactional tasks, including but not limited to recruitment, new hire onboarding, background checks verification, colleague data changes, employment verification letters, payroll input, learning administration, total rewards and basic benefits administration support.
   • Ensure strict adherence to all documented HR policies, procedures, and legal/regulatory requirements in every interaction and transaction.
   • Identify opportunities for knowledge base refinement and suggest improvements to existing standardized processes to enhance efficiency and colleague experience.
3. Escalation & Collaboration
   • Accurately assess and triage complex or specialized inquiries that cannot be resolved at Tier 1, escalating them to the appropriate Tier 2 HR specialist. Also, to regional consultants for processes beyond the delivery center's scope.
   • Maintain effective communication with Tier 2 and regional consultants’ teams to ensure a seamless handoff and follow up on escalated issues until resolution is confirmed with the colleague.

Client Focus

• Execute daily HR Services operations with consistency and accuracy, ensuring adherence to established service level agreements (SLAs) and performance metrics.

• Deliver HR Services activities assigned through appropriate COE process support, including complex Tier 2 transactions requiring specialized knowledge and discretion.

• Manage ServiceCentral case resolutions in accordance with designated access levels and responsibilities, maintaining high standards of responsiveness, data integrity, and colleague satisfaction.

• Proactively engage and manage internal and external stakeholders with discipline, diplomacy, and transparency, ensuring value delivery and alignment throughout all stages of stakeholder interaction.

• Serve as a primary escalation point for HR Services-related issues, applying strategic problem-solving and urgency to resolve complex cases and ensure timely closure.

Teamwork

• Adhere to established HR Services processes to ensure consistency, quality, and compliance in service delivery.

• Collaborate actively on initiatives aimed at enhancing process efficiency, workload monitoring, and the successful execution of improvement projects.

• Identify and implement opportunities to optimize team performance, aligning proposed enhancements with stakeholder expectations and operational goals.

Integrity

• Ensure precise and compliant data entry for new hires and maintain up-to-date records for active colleagues in alignment with HR Information System (HRIS) protocols.

• Demonstrate unwavering commitment to data privacy, organizational trust, and ethical handling of sensitive information.

• Uphold transparency and accountability in all interactions, especially when managing escalations and stakeholder concerns.

Respect

• Continuously deepen HR expertise and subject matter knowledge to build trust and credibility across diverse stakeholder groups.

• Contribute to the enrichment of HR processes and enhance value-added services that foster a supportive, inclusive, and high-performing workplace culture.

• Demonstrate respect through active listening, cultural sensitivity, and a commitment to professional excellence in every interaction.

Excellence

• Participate in regular process reviews to evaluate current practices, identify areas for improvement, and implement enhancements that drive efficiency, compliance, and stakeholder satisfaction.

• Promote professional excellence by delivering high-quality, consistent HR services grounded in subject matter expertise, attention to detail, and a proactive service mindset.

• Take ownership of complex Tier 2 HR service activities, ensuring resolution through collaboration, documentation, and continuous learning.

Qualifications

Required

• Bachelor’s Degree or equivalent in human resources, Business Administration, or a related field
• Must be a JLPT N1 passer or possess equivalent Japanese language proficiency
• At least 2 years of experience within centralized HR Shared Services or Global business services.
• Proven ability to follow standardized processes and procedures with high accuracy and attention to detail.
• Strong verbal and written communication skills with a focus on providing clear, professional, and empathetic service.
• Proficiency with HRIS (Human Resources Information Systems) and case management/ticketing software (e.g., Oracle Cloud, ServiceNow, Workday, ADP, etc.).
• Familiarity with multiple functional areas of HR (e.g., payroll, benefits, talent acquisition).

Skills & Competencies

• Customer Focus: Dedicated to meeting the expectations and requirements of internal customers.
• Action Oriented: Highly organized with a strong drive for achieving results and completing tasks efficiently.
• Process Management: Understands and consistently executes documented workflows and operating procedures.
• Composure: Remains calm and professional under pressure while managing high-volume, time-sensitive tasks.

WTW is an Equal Opportunity Employer