Position Title Specialist, People Support (Senior SME)

The GPC Senior SME provides expert advice, guidance, and support in HR Operations, particularly in handling complex queries, reports, and transactions either from the business or the internal Global People Care Team. This role demands in-depth expertise in HR operational processes and involves leveraging specialized knowledge to improve the operations. The Subject Matter Expert is also responsible for ensuring the accuracy of the output provided by the Team to the customers.

Key Responsibilities

1. Issue Resolution

• Advising the team on best practices, strategies, and solutions, and leveraging their expertise to troubleshoot, address and resolve complex issues and transactions.

• Conducts Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA) for issues escalated by the Training and Quality Assurance (TQA) Team, directly from the business, or in the absence of the Team Lead

2. Training and Development:

• Responsible for sharing the process knowledge and expertise through in-depth training for new hires, interns, and cross-skilling sessions.

• Conducting training sessions or workshops as needed to enhance the team's skills and knowledge within their area of expertise, particularly when there are new updates.

• Mentoring from QA findings or customer feedback, training an individual to improve their process and technical skills.

3. System Upgrade Management

• As Experts, the SMEs are also tasked to participate in System Management especially for Change Requests, Improvements, and System Upgrades.

• They are expected to perform User Acceptance Testing.

• Tasked to review details of change requests and determine test scenarios that would evaluate the effectiveness of the recent change.

4. Audit and Report:

• SMEs are also responsible in handling required actions for Internal and External Audits making sure that we adhere to required controls in place such as but not limited to: Coordination with Operations Team for Process Walkthrough, Evidence Gathering, and RCA if needed.

5. Case & Resource Management

• Manage the review of open cases and backlogs, ensuring appropriate delegation and handling of each case.

• Will be consulted for a need of temporary resource, back up, overall Intern Management covering Pearson and School Expectations, monitoring daily activities including Attendance, and Performance Feedback.

6. Stakeholder Management:

• Actively communicating with stakeholders to understand their needs, expectations, and concerns. This can involve regular updates, meetings, and feedback mechanisms.

• Developing and maintaining positive relationships to ensure stakeholder support and collaboration. This often involves addressing issues and managing conflicts effectively.

7. Process Improvement

• Collaborate with the Leads and Stakeholders in process improvement initiatives which aims to streamline operations, reduce waste, enhance quality, and boost overall organizational performance.

• Ability to leverage AI tools and contribute to project initiatives

Qualifications

1. Education

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

2. 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.

3. 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).

• Expert in utilizing AI tools and experienced in project initiatives

4. 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.