Purpose : The HR Specialist will be responsible for responding to employee queries within agreed SLA’s / timelines and processing in HR systems.
This role is an entry point into the HR Operations organization and provides the foundational experiences and services to specified areas of remit.
Respond to needs arising via phone and live chat to resolve open ticket inquiries.
Administer HR process and transactions including hiring, employee documentation, and benefits administration.
Process background check and verifications
Initiate background verification for new hires and partner with 3rd party vendors and Talent Acquisition teams
Respond to background verification requests from other organizations
Reply to requests for documents / certificates e.g. Service Certificate / Certificate of Employment, Salary Certificate, etc.
Provide support for employee and manager queries, relating to the inquiries of the following nature :
Individual or group benefits, entitlements, beneficiary / dependent information
Organizational chart in HR Connect
Personal information data correction (Bank details, national identifier information, etc.)
Performance assessment, probation review, Compensation & Benefits records
HR Policies e.g. Exit process, hiring and onboarding processes, transfers, global movements, leave policy, maternity / paternity policy, etc.
UID creation or duplicity
Update work / assignment information in HR Connect; etc.
Employment certificates, address proofs, confirmation letters, historic leave application / adjustment, background verifications, etc
For matters requiring specific or complex subject matter knowledge - involve Senior HR Specialists or COE Specialists.
Escalate to Tier 2 in accordance with guidelines
Ensure the assignment of the task is tracked to completion and resolution
As a member of the HR Service Center provide outstanding customer service to all internal (and external) customers including any 3rd parties
Deliver services (both transactional and support) from the Portfolio of Services to internal customers (managers and employees) within agreed service levels
Educate customers to ensure, where possible, services are provided through e-channels and the HR Portal
Experience in an HR Operations role is a plus
Bachelor’s degree or equivalent, specialization in Human Resources Management
Ability to communicate effectively in English / Portuguese, both written and verbal
Knowledge, skills and abilities (KSAs)
Client focus and customer service orientation
Drive for results and influencing others
Presentation skills : Clear communicator and active listener
Attention to detail
Improve continuously both processes and content
Build Strong Relationships
MS Office proficiency
Ability to maintain highly confidential and sensitive information HR Software systems : ability to learn an HRIS software system