Specialist, People Support

Position 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.