WHAT YOU GET TO DO IN THIS ROLE:
Our Global People Care team makes the world of work, work better for our employees. Using our own technology, we deliver an engaging employee experience, providing support to employees and managers across 27 countries. Partnering closely with our HR Business Partners and Centers of Excellence we create a strong and effective cross-functional team. We learn from our employees’ interactions with us, and constantly evolve and enhance our service delivery.
As a People Operations Specialist, you will play a crucial role in supporting and streamlining the employee journey on a global scale. You will build rapport, research and provide timely information about Global People processes and policies in the moments that matter, and help elevate the Global People Operations HR service and delivery capabilities.
KEY RESPONSIBILITIES:
- Build and nurture productive partnerships with Centers of Excellence, HR Business Partners, employees, and managers
- Effectively prioritize and manage Tier 1 and 2 HR cases across time zones and teams to ensure SLA adherence – utilizing our innovative employee portal and live agent system to always ensure the highest quality service and seamless customer experiences
- Execute Global People Product-aligned processes with a focus on enhancing the employee experience. These processes may include creating offer letters and contracts, processing employee data, providing program and policy information, supporting employee learning platforms, and/or supporting Live Agent chat services
- Utilize operational knowledge and sound judgment to escalate issues or HR cases timely as necessary, capturing subject matter expertise and ensuring resolution against at-risk or breach of SLAs
- Empowering employees to self-serve their HR policy and process needs by leveraging and promoting our internal knowledge base.
- Uphold a high standard of data integrity in all systems and documents, ensuring accuracy of all data points
- Perform audits and validations of HR Case transactions as required
- Provide feedback to Team Lead and/or Manager on experience and/or process improvement opportunities – identifying inconsistent, inefficient, and incongruent processes, policies, and practices to prevent and mitigate HR risk and compliance issues.
- Provide project and User Acceptance Testing (UAT) support as required
- Developing and maintaining Standard Operating Procedure documents and response templates to streamline Care services and support functions
To excel in this role, you should demonstrate the following:
- Living our values: you take a humble approach to learning, obsess over customer experience, consistently strive to foster empathy and inclusivity, and celebrate wins collectively.
- High emotional intelligence (EQ) and excellent interpersonal skills – we promote proactive, positive, and professional interactions always.
- Ability to thrive in dynamic, diverse business environments
- Ability to independently and successfully organize tasks and manage time
- Ability to shift priorities as needed – able to stay calm under pressure and apply independent problem-solving skills to find solutions when situations don’t go as planned
- Outstanding attention to detail and accuracy
- Ability to work collaboratively – finding common ground and goals including in times of ambiguity
- Ability to think ahead: independently anticipate and troubleshoot bottlenecks, manage escalations, and remove obstacles before they become a problem
- A strong sense of urgency – you can react and follow through with appropriate levels of urgency to situations and events that are time sensitive
- Able to deal with complex requests – e.g., managing different time zones, conflicting schedules
- Ability to quickly acquire an understanding of relevant businesses policies, procedures, and systems
- Ability to quickly and efficiently research, identify and summarize relevant information
- Identify gaps in knowledge or supporting policies and proactively communicate improvement opportunities for employee resource
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