People Services Associate

As part of our established Global People Services and Operations team, we are committed to delivering a seamless and positive employee experience throughout the entire employee lifecycle. Our focus is on developing efficient, streamlined people processes and systems while leveraging technology to its full potential.

In this role, you will work closely with our dynamic People Services and Operations team, as well as the broader People function, to support both the business and employees. Your key responsibility will be to ensure the timely and accurate execution of Tier 2 people tasks and processes.

You will provide high-quality query support and people services to employees and managers across the employee lifecycle. This includes offering expert advice and guidance through our case management system, the People Hub. Your ability to deliver exceptional support will be instrumental in maintaining a positive employee experience.

What you will do

• First point of contact for customer-facing PS&O queries
• Support for the complete lifecycle, including document creation and filing, maintaining HRIS accuracy and ad-hoc processing support
• Process owner for onboarding
• Process owner for document creation
• Handle Tier 2 cases as defined by the service inventory, ensuring timely and accurate resolutions in line with service-level agreements
• Collaborate with Tier 1 (first-line support) and Tier 3 (specialist or escalation teams) to provide seamless case resolution and ensure proper case flow between different levels
• Coordinate with local EUS, Workplace, Payroll, and other relevant teams to ensure cohesive service delivery and issue resolution
• Maintain service excellence by resolving all cases to a high standard, following internal policies and processes, while meeting or exceeding key performance indicators
• Utilize the HR case management system to track and document all case activities, ensuring data accuracy and transparency
• Ensure compliance with company policies, local labour laws, and standards while handling cases – in collaboration with senior members
• Identify opportunities for improving people processes and service delivery, providing feedback to enhance efficiency and the employee experience
• Act as a liaison between different levels of HR support, ensuring smooth communication and coordination between Tier 1, Tier 2, and Tier 3 teams
• Promote the use of self-service tools and resources by employees and managers, providing coaching on how to effectively use these tools
• Assist with Service Rehearsal Testing (SRT) and User Acceptance Testing (UAT) for HR systems as needed, ensuring smooth system functionality