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Illuminz
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People Operations Specialist

People Operations Specialist

Illuminz

3 - 8 years

11 - 16 Lacs

bengaluru

Posted:8 hours ago| Platform:

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Skills Required

service delivery career development ticketing automation service level talent acquisition hris process improvement continuous improvement operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

1. HR Service Delivery with Care

Provide Tier 2 HR support to employees across all regions, (Americas, Europe, and APAC) ensuring high-quality, efficient and compassionate service.
Serve as an escalation point for Associate People Operations Specialists handling Tier 0-1 inquiries, resolving more complex queries across global CoEs (e.g., Talent Acquisition, Total Rewards, Global Mobility, Talent Development, HRIS, People Support & Care, etc.).
Partner with relevant CoEs to resolve intricate HR issues, ensuring complete resolutions. Escalate cases to the appropriate CoEs when necessary, after review of the Tier 2 knowledge base.
Collaborate with CoEs to provide insights on case trends, identifying opportunities for knowledge base enhancements and reducing future Tier 2 escalations.
Manage your workload efficiently to meet service level agreements (SLAs) for Tier 2 cases and proactively suggest operational improvements.

2. Employee Lifecycle Management

Act as a trusted HR partner during the transition of work processes from CoEs to the HR Service Delivery team, covering processes such as onboarding, benefits administration, employee leave, and offboarding during large-scale reductions.
Ensure HR processes are executed accurately, aligning with CoE documentation and maintaining high trust and confidence among the CoE teams as work is completed on their behalf.
Champion a positive Employee Experience by providing top-tier HR service and supporting the delivery of HR services throughout the employee lifecycle.

3. HR Policies & Compliance

Support CoE s with requests related to employee record requests and file maintenance, mandatory compliance screenings, government audits, and reporting needs.
Support global People Support & Care teams in researching and developing new HR policies and programs, especially in emerging markets or regions with previously unaddressed gaps.

4. Process Improvement & HR Projects

Collaborate with global CoEs to identify process improvement opportunities and provide feedback on case trends, helping streamline service delivery.
Enhance employee self-service by evaluating the utility of the HR Knowledge Base and addressing gaps with the respective CoEs to enable employees in resolving queries independently.
Contribute to building, documenting, and improving HR processes to elevate team capabilities and reduce escalations by shifting resolution to Tier 1 or automation.

5. Knowledge Base Management

Help advance the internal Knowledge Base architecture, driving skill elevation and reducing reliance on Tier 2 support by enabling faster, self-service resolutions for employees. Create documentation of team knowledge in support of this goal.

Required Skills and Qualifications

Education: Bachelor s degree in Human Resources, a related field, or equivalent experience
Experience: Minimum of 3 years of experience in HR Generalist or HR Operations roles, ideally within a HR Shared Services Center, that supports global teams across multiple time zones. Solid knowledge of HR best practices especially working in larger, multinational organizations across multiple regions.
Systems Knowledge : Strong experience with Workday HCM and service delivery platforms with case management/ticketing functionalities ( ServiceNow preferred). Proficiency in Microsoft Office (Excel, Word, PowerPoint).
Communication skills : Excellent written and verbal communication skills in English, with a focus on clear and effective communication through the ServiceNow platform. Strong interpersonal skills for collaborating with global teams and CoEs.
Continuous Improvement : A proven track record of driving process efficiency and improving HR service delivery. Strong process documentation and problem-solving skills.
Customer Service Orientation : Passion for delivering high-quality support during key HR moments, demonstrating a strong focus on solving employee issues with empathy and precision.
Problem-Solving Skills: Ability to analyze and interpret employee inquiries, take appropriate action by researching and problem-solving, and/or collaborate directly with CoEs to find solutions.
Organization & Time Management Skills : Strong organizational skills with the ability to manage competing priorities and adapt to shifting workloads, especially during peak HR initiatives.

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