Accountabilities:
Manage and optimize HR service workflows by analyzing incoming requests, prioritizing cases, and ensuring timely resolution through effective triage and routing practices.
Support employees, managers, and HR professionals by investigating, resolving, escalating, and tracking inquiries across multiple service channels.
Analyze workflow data, case volumes, request categories, and operational trends to provide actionable insights that improve service efficiency and workload forecasting.
Identify opportunities for process improvements, automation, and self-service solutions to enhance customer satisfaction and operational effectiveness.
Evaluate existing workflows and recommend improvements to knowledge resources, documentation, and support content to increase usability and adoption.
Prepare and deliver reports, dashboards, and presentations that communicate operational insights and recommendations to leadership teams.
Apply strong judgment when handling escalations, sensitive cases, and confidential employee information while maintaining high service standards.
Collaborate with HR teams and business stakeholders to improve processes related to areas such as payroll, benefits, talent management, and employee services.
Requirements:
Bachelor’s degree or equivalent professional experience, preferably with a background in Human Resources, Business Administration, or a related field.
3+ years of experience in customer service, shared services, HR operations, case management, or related roles.
Experience working with HR policies, procedures, and functional areas such as compensation, benefits, payroll, recruiting, or talent management.
Strong knowledge of case management systems, with experience using platforms such as ServiceNow considered an advantage.
Excellent analytical skills with the ability to interpret data, identify trends, and translate insights into operational improvements.
Strong organizational skills with attention to detail and the ability to manage multiple priorities effectively.
Excellent written and verbal communication skills, with the ability to collaborate with employees and leaders at all levels.
Fluency in English, both written and spoken.
Proficiency with Microsoft Office applications and experience creating reports or presentations.
Ability to handle confidential information with professionalism, discretion, and sound business judgment.
Benefits:
Hybrid work model offering flexibility between onsite and offsite collaboration.
Opportunity to contribute to global HR operations and employee experience improvements.
Exposure to enterprise-scale processes, analytics, and workflow optimization initiatives.
Collaborative environment with opportunities to work alongside HR professionals and business leaders.
Professional development opportunities within a global organization.
Inclusive workplace culture focused on equal opportunity, respect, and collaboration.
Opportunity to develop expertise in HR technology, process improvement, and operational analytics.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
#LI-CL1