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The primary goal of Senior HR Operations Specialist is to demonstrate effective HR query resolution, ensuring high level of service quality and customer satisfaction. The position leverages a case management system for tracking requests and may transfer or escalate cases to other HR functional teams for efficient issue resolution eg Center of Excellence, Local HR.
Responsibilities
Conduct intake for all HR Operationsrelated inquiries and transfer them to appropriate parties, as necessary
Ensure timely resolution of cases and follow through cases to completion to provide best customer experience aligned with defined metrics
Track and monitor cases to identify root cause of issues
Administer HR employee Life-Cycle Transactions using state of the art HR systems like Workday, PeopleDoc, etc.
Leverage knowledge-base to provide consistent customer service
Provide feedback for ongoing process improvement; identify trends and knowledge base needs and provide insight to increase operational efficiencies
Ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers
Create and maintain relevant process documentation, update knowledge database as required
Acting as SME for the team on operational topics and complex cases
Support onboarding of newcomers (buddy), support knowledge sharing and process improvements in the team
Support projects assigned by the manager
Requirements
Minimum 3 years of HR Operations experience, preferably within international environment in HR Management (Shared Services Operations will be an advantage)
Fluency in German and English
Experience in Workday and ticketing tool eg Service Now
Very good interpersonal and communication skills with customer focus
Demonstrated commitment to effective issue resolution
Documentation proficiency for recording inquiry resolution and escalation in the case management system
Capability to provide insights into trends and knowledge base needs for ongoing process improvement.
Ensure compliance with procedural and legislative requirements
Experience in process transition and process documentation preparation (SOP) would be an advantage
Bachelor's/ Master's Degree in Human Resources, Management, Human Relations, or a related discipline