Job Title: : Specialist, People Support
Position Summary:
The Specialist, People Support plays a crucial role in providing specialized support and resolving complex HR inquiries and issues that Digital Assistant cannot handle. This position requires a deep understanding of HR policies, procedures, and systems. The Specialist, People Support team member will serve as a liaison between employees, HR business partners, and other departments, ensuring efficient and effective resolution of HR-related matters.
Key Responsibilities:
Issue Resolution:
- Handle complex HR inquiries and issues escalated from the Digital Assistant support.
- Provide accurate and timely responses to HR-related queries through various communication channels (e.g., phone, email, ticketing system).
Policy and Procedure Guidance:
- Interpret and provide guidance on HR policies, procedures, and programs.
- Assist employees and managers in understanding HR processes and ensure compliance with company policies.
Data Management and Reporting:
- Maintain and update employee records in HR systems.
- Generate and analyze HR reports to support decision-making and compliance requirements.
Case Management:
- Manage and track HR cases using the ticketing system, ensuring all cases are resolved within established SLAs.
- Document and maintain detailed records of interactions and resolutions.
Process Improvement:
- Identify opportunities for process improvements within the HR Shared Services function.
- Collaborate with HR teams to implement best practices and streamline HR processes.
Collaboration and Communication:
- Work closely with HR business partners, Payroll, Benefits, and other departments to resolve employee issues.
- Participate in team meetings and contribute to ongoing training and development initiatives.
Qualifications:
Education:
- Bachelor’s degree in Human Resources, Business Administration, or a related field preferred.
Experience:
- Minimum of 3-5 years of experience in HR, with at least 2 years in an HR Shared Services or similar role.
- Experience with HRIS systems (e.g., Workday, SAP, Oracle) and ticketing systems.
Experience with working on Artificial Intelligence (AI) automation projects.
Skills and Competencies:
- Strong knowledge of HR policies, procedures, and best practices.
- Excellent problem-solving and analytical skills.
- High level of attention to detail and accuracy.
- Effective communication skills, both written and verbal.
- Ability to handle confidential and sensitive information with discretion.
- Strong organizational and time management skills.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Attributes:
- Customer-focused mindset with a commitment to delivering high-quality service.
- Ability to work independently and as part of a team.
- Adaptability and willingness to learn new systems and processes.
- Strong work ethic and a proactive approach to problem-solving.
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Skills Required
- Bachelor's degree in Human Resources, Business Administration, or related field
- 3-5 years of experience in HR
- At least 2 years in an HR Shared Services or similar role
- Experience with HRIS systems (Workday, SAP, Oracle)
- Experience with ticketing systems
- Experience working on AI automation projects
- Strong knowledge of HR policies, procedures, and best practices
- Excellent problem-solving and analytical skills
- High level of attention to detail and accuracy
- Effective written and verbal communication skills
- Ability to handle confidential and sensitive information with discretion
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Strong organizational and time management skills
- Customer-focused mindset and ability to work independently and as part of a team
What We Do
We are the world’s learning company with more than 22,500 employees operating in 70 countries. We provide content, assessment and digital services to learners, educational institutions, employers, governments and other partners globally. We are committed to helping equip learners with the skills they need to enhance their employability prospects and to succeed in the changing world of work. We believe that wherever learning flourishes so do people.
