HR Employee Services Associate
Alajuela, Coyol, CR
hace 2 días

Role Overview :

Working as part of a team and reporting to the GBS HR Tier 1 Supervisor, this role will support employees' inquiries via phone, chat and self-service ticket, providing excellent customer service and performing HR administrative duties relating to all core processes provided by HR Services for Americas Region (Canada, US, Puerto Rico, Mexico, Costa Rica, Colombia and Brazil).

Is capable of understanding and being responsive of employee needs. With a customer focused and professional manner ensures compliance with quality, legal and internal requirements and documentation.

It holds accountability for driving standards, quality of HR data management for downstream systems, availability and user-education on HR tools and channels and the quality of the HR user experience.

Likewise, responsible of providing HR reports and data requested and for the security of the information shared.

Duties will also include supporting and educating employees in using the company's HR System (Workday) and promote / strengthen the self-service methodology.

Having excellent communication skills, attention to detail and demonstrated team player skills.

This position is under GBS governance and has strong network with HRIS, HRCs / HRBPs, HRLT, Legal, Payroll, Benefits and Compensation, Compliance, IT, T&E and M&A to address escalated cases.

  • If this role is not correctly executed or if the position was removed from the company structure, serious organizational loss could happen, it would remove the liaison role who organizes the employee’s life cycle within the company processes and the connector within governance centres would be eliminated, employees would not have someone to guide them on how to self-service in multiple HR subjects;
  • there would be legal, financial and compliance impacts, among others. There would also take place a loss of knowledge and centralization, resulting on lack of structure, information not updated and processes not documented, also a deficient use of resources specially customers time.

    This role is necessary specially in order to assure that a loss of knowledge and structure does not happen and that collaborator's decisions are not placed at risk.

    Responsibilities :

  • HR Service Delivery and metrics 60%
  • Educate employees on the existence and use of the employee available tools and channels (i.e. onboarding, offboarding, benefits, compensation) at all times and / or report and follow through solution with the appropriate support groups to solve incidents at the earliest possible time.

    Caseload management, responding and escalating employee HR requests within agreed SLAs and in line with the processes of the Global Business Services function.

    Follow-up of cases to resolution always considering the team metrics.

    Review and approve tasks in Workday in line with the processes and rules. Accurately address customers concerns and advice employees on correct procedures and paths to follow.

    Administrative and system support on assigned HR cycles.

    Ensure compliance with annual metrics for continuous improvement and monitoring of the metrics according to target : SLA : first response within 24 hours and resolution according to timeframe stablished (query or case / aged cases

  • HR Process Compliance 30%
  • Personnel files maintenance : assurance that all legally and / or regulatory paperwork associated to each employee are kept as required per internal policies and local laws.

    Adherence to metrics and work within agreed SLAs to guarantee the least number of errors.

    Responsible to protect documents, confidential information, equipment, tools, raw material, products or other assets directly related to the job, in order to prevent incidents that could cause an economic and legal impact to the Company or a non-compliance action with our customers, suppliers, shareholders and / or other key stakeholders.

  • Process Improvements and Projects 10%
  • Support improvement projects as required from the Change Management team. Participate in different squads that support Change Management requirements, ideas and initiatives (around 1-2 meetings a week and small individual tasks assigned).

    For example, Net Promoters Score squad, Metrics Optimization squad, Problem Solving squad and Agile ceremonies squad.

    Other projects and process improvements such as I9 audits, job descriptions creation and upgrades, Payroll integration errors for Americas, Bonus statements audit, among others.

    Support and promote feedback mechanisms for employees to influence the continuous improvement of services and processes within GBS.

    Escalate feedback to correspondent leaders or stakeholders.

    Collaborate with appropriate content owners to maintain relevant and up-to-date information of the company intranets and extranets.


  • BA, HR Administration, or related student or degree.
  • Experience in similar positions is required.
  • Advanced English level (80%).
  • Performance more or equal 3, or CM / CM
  • Competencies

  • Deep knowledge of HR standards, tools and systems
  • Knowledge of continuous improvement methodology
  • Capable of understanding and being responsive to employee needs
  • Demonstrated team player and customer service oriented.
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