HR Specialist

The Global Tier 1 HR Service Delivery Specialist is a critical member of our global HR team, serving as the first point of contact for employees worldwide. This role is responsible for providing efficient and accurate support across a wide range of HR inquiries and transactions, ensuring a positive employee experience. You will leverage your strong problem-solving skills, HR knowledge, and customer service expertise to resolve issues, escalate complex cases, and contribute to the continuous improvement of our HR service delivery model.

Responsibilities :

• Serve as the primary point of contact for employee inquiries via email, Slack and our case management system.
• Provide accurate and timely information on HR policies, procedures, and programs, including benefits, payroll, organizational changes, onboarding, and offboarding.
• Resolve employee issues and requests efficiently, striving for first-contact resolution.
• Guide employees through self-service tools and resources.
• Accurately document all employee interactions and case details Jira our case management system.
• Escalate complex or sensitive cases to Tier 2 or Tier 3 support teams, ensuring proper handoff and follow-up.
• Monitor case progress and provide timely updates to employees.
• Maintain accurate and organized records.
• Identify and report recurring employee issues and trends to the HR Service Delivery leadership team.
• Contribute to the development and maintenance of knowledge base articles, FAQs, and other support resources.
• Participate in process improvement initiatives to enhance the efficiency and effectiveness of HR service delivery.
• Contribute to the documentation of work instructions and standard operational procedures.
• Ensure compliance with all applicable HR policies, procedures, and regulations.
• Maintain the confidentiality of employee information.
• Ensure data accuracy and integrity in HR systems.
• Collaborate with HR teams across different regions to ensure consistent service delivery.
• Provide support for global HR initiatives and projects.
• Maintain a global perspective and awareness of cultural differences.

Qualifications :

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