Senior Specialist - Employee Success

Description

About the Role & Team

Responsibilities

• Serve as a primary point of contact for front-line support including escalated cases from Tier 1/People Advisor team using our case management system
• Provide proactive resolution and appropriate referral of employee-related questions.
• Provide expert advice and guidance to employees and managers on HR policies, procedures, and company practices, actively promoting the company’s vision and values.
• Drive Process & Systems Optimization by being a thought partner with regional and global stakeholders to create seamless, end-to-end employee experiences.
• Identify opportunities to streamline processes, contribute to the development of best practices to enhance the employee experience and continuous improvement
• Leverage the insights from the daily case management and its dashboard to recommend effective and timely solutions for employee concerns and inform decisions for improving process in between Tiers
• Partner and build strong relationships with other Centers of Excellence (COEs), Employee Success Business Partners (ESBPs), Payroll, Legal/Compliance and other relevant stakeholders to address employee inquiries and ensure seamless support.
• Exercise sound judgment and expertise within broadly defined policies and practices.
• Recognize and escalate complex or high-risk issues to managers or team leads for further review as necessary.
• Manage or actively participate in special projects and programs, both regional and global projects, that are assigned to People Specialist teams.
• Maintain meticulous, timely, and compliant documentation for all process, SOW and PSO activities to ensure high-quality employee records and up-to-date controls.
• Ensure all practices are compliant and secure, maintaining a high level of confidentiality with sensitive employee information in accordance with regulations.
• Other duties or responsibility as required
  

Qualifications

• A minimum of 4 years of experience in human resources, preferably within a fast-paced, high-growth technology company.
• Prior experience working in a centralized HR or shared services function is preferred.
• Prior experience as an HR Generalist is an added advantage
• Experience with case management systems and Workday is preferred
• Experience applying or implementing company policies and procedures
• Has interest in AI and human/agent collaboration
• Ability to manage high volume of employees cases
• Strong conflict resolution and problem-solving skills
• Ability to work in a diverse work environment with ambiguity and multiple priorities
• Ability to work effectively independently and in a team environment
• Strong professional verbal and written communication