Does playing a criticalleadership role in protecting customers sound exciting to you? How aboutworking for a global FinTechcompany that’s using customer and colleague insights worldwide, to improvefinancial services for families, small businesses, multinational corporations,and non-
profit organizations. We’re a team of over 10,000 people spanning 200countries and territories. We believe when money moves, better thingshappen.
We’re seeking a Sr. Specialist, Human Resources based in our SantaAna, Costa Rica office. The purpose of this role is to provide humanresources (HR) shared services support for North America (U.
S. and Canada),providing first line support to managers and employees across the region. TheHR Shared Services Specialist is the primary point of contact for employees inthe North America region.
Thisrole will provide Tier II customer service support by engaging with employeesvia email, instant message, and phone. This role provides human resources andprocess support, including, but not limited to, onboarding, employee relations,general inquiries, and special projects.
In addition to conducting a variety ofroutine tasks in accordance with standard HR procedures, the HR Shared ServicesSpecialist will partner with the HR Shared Services Manager and EmployeeRelations Case Advisor to document HR processes, streamline processes andpromote global consistency within the WU HR organization.
The HR SharedServices Specialist will also evaluate existing end to end processes andsystems, identifying opportunities for improvement and implementing changes todrive efficiency
Soundinteresting? Here are some specifics :
Act as first line support to general HR and employeerelations enquiries from management, employees, and HRBPs across the region
Manage HR email inbox, prioritizing inquiries and providingconsistent responses to employees in the U.S. and Canada
Liaise closely with North America HR Centers of Excellence(which includes Payroll, Benefits, Learning and Development, TalentAcquisition, and HRIS) to accurately and timely respond to inquiries frommanagers and employees throughout the Company
Escalate more complex issues to Employee Relations CaseAdvisor or U.S. COE partners
Conduct intake of employee relations inquiries, preparingrelevant data and summaries to streamline the Employee Relations investigationprocess
Build, develop, andimplement end to end operational processes of the employee life cycle
Monitor and analyze HR data to provide insights for processimprovement and optimization
Assist with developing and refining HR policies, processesand procedures
Create employee and management self-service documentation andjob aids
Monitor HR SLAs to ensure all HR teams are providingconsistent and timely support
Partner with HR Shared Services team members to develop,monitor, and meet the established KPIs
Assist and Support with other HR projects and duties asdirected by the Employee Relations Case Advisor and other HR Shared Servicesteam members.
Whatyou will need to succeed :
Knowledge of HR, which includes having an interest in HR andideally have 2-3 years of experience working within a corporate environment
Advanced knowledge of and experience with MS Office
Previous experience in business process design and mapping isa must
Previous experience handling US benefitsis a must
Previous experience handling Canada benefitsis a distinct advantage
Fluency in English essential
Knowledge and experience with Workday is a distinct advantage
Knowledge of HR : o Understanding of HR policies, procedures,and processes o Understanding of HR Centers of Excellence and policies, knowingwhich HR functions can be engaged to best address employee needs
Ability to work independently under general supervision
Strong ability to multitask and manage a fluctuating workload
Customer Focus : o Demonstrates patience and willingness tohelp employees, regardless of an employee’s level and role within the organizationo Treats all internal customers with courtesy, sensitivity, and respect oUnderstands employee concerns and acts quickly to address or escalateappropriately o Exhibits tact and consideration when dealing with customers andcolleagues
Integrity : o Demonstrates respect for the non-disclosure ofinformation, which may be confidential or sensitive in nature o Positively alwaysrepresents the Company and HR organization or Ability to deal with sensitivedata, maintaining appropriate level of confidentiality
Active Listening : o Listens to customers withoutinterrupting, concentrating on the customer’s request to determine appropriatecourse of action o Asks questions to clarify, understand, and verifyinformation o Identifies and summarizes essential details
Verbal and Written Communication : o Communications verballyand in writing with confidence and professionalism or Chooses appropriate wordsand grammar when interacting with customers o Remains calm, professional, andconcise when addressing stressful situations o Demonstrates sound judgment whencommunicating solutions and feedback to employees
System and Technology Use or Displays working knowledge of HRsystems, including MS Office o Accesses data efficiently o Follows establishedresolution and escalations procedures.
Initiative : o Experience in developing new ideas to improveend-to-end processes to be customer centric.
Planning and Prioritization o Assesses relative importance ofsimultaneous projects and requests, adjusting priorities when appropriate tomeet deadlines o Determines necessary sequence of activities and the efficientlevel of resources needed to appropriate fulfill customer needs and requests.
What’s in it for you?
Competitive global compensationand benefits package
Workingin compensation represents the opportunity to interact with different levelswithin the organization, this on a local, regional and corporate level
Yourwork impacts all people in the organization
Youwill interact with colleagues from different countries and levels within theorganization
What it’s like here :
Western Union (WU) isa company on the move! We believe that when money moves, better things canhappen. From small businesses and global corporations, to families near andfar, or NGO’s in the most remote communities on Earth, WU helps people andbusiness move money globally.
We have a rich legacy of innovation and arecontinuing to develop new and more convenient ways for our customers to sendand receive money through digital, mobile and retail channels.
We have acombined digital and retail network that spans over 200 countries andterritories. Some companies specialize in cash-
based retail money transfer andothers play only in digital. We are leaders in both!
Being on the WesternUnion team means being tenacious and goal-oriented. It means takingrisks and quickly finding the path to success.
It means having integrity andfinding ways to make things work. It means thriving as part of adiverse, global team of over 10,000 people who are committed to moving moneyfor better.
It means being driven to win, and to do work that makes adifference on a global stage. Sound likeyou?