Job Description

Job Title: Specialist, People Support HR Operations - People Care

The Specialist, People Support HR Operations - People Care provides expert support for complex HR inquiries that cannot be resolved by the Digital Assistant, acting as a key liaison between employees, HR partners, and other functions. The role requires strong knowledge of HR policies, systems, and case management to deliver accurate guidance, maintain data integrity, meet service-level agreements, and support reporting and compliance needs. Additionally, the Specialist, People Support HR Operations - People Care contributes to continuous improvement of HR shared services through collaboration, process optimization, and a strong customer-focused approach.

The Specialist, People Support HR Operations - People Care 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 HR Operations - People Care 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:

I. Education:

a. bachelor’s degree in human resources, Business Administration, or a related field preferred.

II. Experience:

a. Minimum of 3-5 years of experience in HR, with at least 2 years in an HR Shared Services or similar role.

b. Experience with HRIS systems (e.g., Workday, SAP, Oracle) and ticketing systems.

c. Willing to work in a HYBRID setting in our Manila office.

III. Skills and Competencies:

a. Strong knowledge of HR policies, procedures, and best practices.

b. Excellent problem-solving and analytical skills.

c. High level of attention to detail and accuracy.

d. Effective communication skills, both written and verbal.

e. Ability to handle confidential and sensitive information with discretion.

f. Strong organizational and time management skills.

g. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

IV. Attributes:

a. 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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