Maintain accurate case documentation, records, and data within applicable systems.
Escalate complex, sensitive, or non-standard inquiries to the appropriate HR Operations, HR Generalists, HR Site Support, HRBP and/or COE.
Support the maintenance and improvement of knowledge articles, FAQs, templates, and other support resources.
Identify recurring inquiry trends and opportunities to improve process navigation, process effectiveness, and employee experience.
Other responsibilities as required.
Skills & Capabilities
Strong customer service orientation and commitment to delivering a positive employee and manager experience.
Effective verbal and written communication skills.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities while following established processes and service standards.
Ability to gather information, assess requests, and determine the appropriate routing or escalation path.
Ability to work effectively within a team environment and collaborate across functions.
Demonstrated professionalism and discretion when handling confidential information.
Proficiency with Microsoft Office applications and collaboration tools (e.g., SharePoint).
Experience using HR systems (e.g., Workday) preferred.
Degree or Relevant Experience
Associate's or bachelor’s degree in human resources, Business Administration, or a related field, or 1–3 years of relevant experience.
Experience supporting employees, customers, stakeholders, or operational processes in an HR, shared services, customer service, administrative, operations, or similar environment.
Experience working with documented processes, service procedures, case management, ticketing systems, or shared inbox environments preferred.
Experience using HR systems and collaboration platforms (e.g., Workday, SharePoint) preferred.
Demonstrated ability to manage multiple requests while maintaining accuracy and service quality.
Language Requirement
Professional fluency in English (written and verbal) is required. This role regularly supports US-based employees, managers, and HR stakeholders and requires the ability to communicate information clearly, accurately, and professionally in English.
Additional country-specific requirements, legal language, travel requirements, and health and safety expectations may apply.
Scope of Role / Role Interfaces
This role collaborates closely with other HR capabilities while maintaining clear ownership boundaries to support consistency, scalability, and an effective employee and manager experience.
