QUALIFICATIONS

• 3+ years’ experience in HR, Data Management, Operations, or employee service Support. If you lack HR experience but possess language skills in Portuguese/Spanish and are willing to learn about the HR domain, you are still eligible to apply
• Proficient communication skills (both verbal & written) with an ability to respond to customer queries
• Proficiency in MS Office (Excel, Word, Access, and PowerPoint)
• Versatile, integrity, self-motivated, and collaborative
• Possess a willingness and attitude to effectively resolve issues
• Ability to apply judgment to address customer needs; includes asking critical questions and being able to validate justifications provided
• Ability to maintain highly confidential and sensitive information. Also compliant with GDPR rules
• The ability to work according to a shift schedule is required. Typically night shift (8:00 PM - 5:00 AM)
• Skilled in planning, coordination, and organization

Additional Qualifications:

• Additional Language Fluency - Portuguese
• Experience managing various tasks concurrently in a continuously evolving environment, completing work tasks with speed and accuracy in a detailed work environment
• Experience with process improvement methodologies and change implementation
• Experience in ERP (SAP SuccessFactors, SAP HCM)
• Experience in Ticketing Solution (Service Now)
• The ability to work with and manage documents on a SharePoint ServiceNow Knowledge Base Article is beneficial

RESPONSIBILITIES

• Execute HR-related transactions, troubleshoot issues with data and tools, and undertake special projects and data audits as required
• Ensure the accurate and timely entry of high-quality data within the SLA, considering priority and complexity
• Operate in a highly data-sensitive environment, upholding Data Privacy and adhering to confidentiality requirements to prevent compliance policy breaches
• Propose solutions for process deficiencies and contribute to the ongoing improvement process
• Efficiently address complex internal and/or external partner issues, advocating for the partner/customer, and guiding decision-making on deliverables
• Provide customer support globally by collaborating with internal partners (HR Business Partners, Regional Service Desk) and other stakeholders, resolving transaction problems, and handling exceptions with discretion
• Engage in the testing of new system features and process redesigns, and suggest changes to improve systems/ processes for improved operational efficiency
• Maintain and update the Internal and External Knowledge Base with content on policies, procedures, and FAQs, sharing acquired knowledge and experience
• Strive continually to enhance customer satisfaction and minimize complaints in the delivery of HR Operations Services
• Should be able to work effectively in a team and should be willing to help others
• Should have the ability to make decisions that influence customer service levels quickly
• Should be able to handle several duties at once & able to complete work tasks with speed, accuracy, quality within structured timelines