People Operations Specialist

Employee Inquiries, Program and Policy Support

• Serve as a point of contact for all People related inquiries from employees, providing a positive, professional and meaningful employee experience
• Manage, monitor, and reply to incoming employee inquiries and cases through ServiceNow, utilizing proactive problem-solving techniques and resources to provide accurate, prompt and consistent follow through and resolution
• Identify patterns in employee inquires and opportunities that help improve our employee portal content, communications and operations
• Serve as a subject matter expert for People processes, policies and tools, exhibiting resourcefulness and attention to detail
• Clearly communicate company policies and programs to internal audiences, partnering with the broader people teams when needed for additional support
• Provide operational support for People programs, compliance and policies including but not limited to tuition reimbursement, service awards, employee benefit programs, verifications of employment, unemployment claims and employee file management
• Maintain compliance and confidentiality, escalating to management as appropriate

Knowledge Management

• Contribute to the maintenance of, and creation of, process documentation including standard operating procedures (SOPs), quick reference material and communication templates
• Support knowledge management efforts to ensure employees have direct access to resources, policies and guides
• Support upkeep of our Employee and People team Portals ensuring the content is up to always up to date and providing suggestions for new or improved content for employee self-service
• Identify and propose process improvements to enhance efficiency, effectiveness and experience

Onboarding

• Execute onboarding communications, including required forms, with new hires following offer acceptance to conclusion of the DJE onboarding program
• Collect and audit new hire paperwork, following up with new hires and coordinating with our Systems Operations team to ensure required documents are complete prior to the start date
• Conduct centralized, virtual, day one orientation sessions for U.S. hires based on our global onboarding materials
• Provide updates and feedback regarding the global onboarding presentation and trends in employee questions
• Coordinate relevant onboarding details and communications with hiring managers, local onboarding teams and People Partners in advance of the new hire’s first day and in preparation for local office arrival activities
• Ensure seamless transition and onboarding experience for new hires from pre-start to day one
• Support new hire questions and coordinate with Talent Acquisition and People Partners as needed

Offboarding

• Support the offboarding processes for both voluntary and involuntary terminations, maintaining confidentiality and timeliness
• Prepare and communicate offboarding resources and communications
• Launch exit surveys and conduct exit interviews for departing employees, coordinating with People Partners as applicable
• Provide relevant exit interview findings to People Partner and Employee Relations COE, as needed
• Coordinate offboarding activities with IT and Systems Operations, including return DJE equipment upon departure
• Answer questions and anticipate needs of terminating employees to provide a comprehensive exit experience

Team Collaboration

• Consistently execute deliverables on time, identifying and using resources appropriately, by following policies, procedures and communication protocols
• Build and maintain a network of credibility, trust, and confidence with employees, people team members and stakeholders
• Partner with peers in LatAm and other members of our global team, contributing to our efforts to deliver a consistent experience globally
• Participate in other duties and projects as assigned

Basic Qualifications:

• At least 3 years of experience in People/HR operations, shared services or a related field
• BS/BA in a related discipline preferred or equivalent combination of education and experience

Preferred Qualifications:

• Strong written and verbal communication skills with a focus on service excellence and attention to detail
• Ability to communicate and problem solve with employees at all levels of the organization, encompassing our core values Strong drive for problem solving with passion for supporting customer needs
• Ability to manage multiple tasks, quickly respond to inquiries and prioritize effectively to meet SLAs and deadlines
• Ability to maintain confidentiality and exhibit sound, appropriate judgment
• Ability to maintain cross-functional partnerships to work effectively with peers and partners throughout the organization
• Interest supporting customer needs and solving problems as part of an innovative People/HR operations team in a professional services environment
• Experience using Workday, PeopleSoft, and ServiceNow preferred
• Proficient in Microsoft Office tools such as Teams, Word, Excel and PowerPoint
• Experience working within regional, global and virtual teams
• Bilingual in Spanish/English is highly preferred; Brazilian Portuguese or French Canadian is a plus