HR Shared Services Support IC2

Join a team that shapes the employee experience at critical moments of the employee lifecycle. Within People Operations, the Senior Human Resources Service Advisor delivers high-quality transactions and assisted support across the Offboarding service line, ensuring every interaction reflects commitment to customer obsession, accuracy, and continuous improvement.

In this role, you will independently handle employee and manager inquiries, complex cases, and Human Resources Shared Services transactions, using our CARE Experience Standards to deliver accurate, complete, and empathetic outcomes. You will act as a checker to safeguard data accuracy and process compliance, lead content reviews of desktop procedures and knowledge articles, and champion the use of Artificial Intelligence, Copilot, and agents in your daily work. You will collaborate with your manager, payroll teams, vendors, and peer service lines, and help new team members succeed as an onboarding buddy.

This opportunity will allow you to:

• Deliver meaningful employee support at scale at critical moments in the employee lifecycle.
• Build hands-on expertise with Artificial Intelligence, Cowork, agents, and modern Human Resources service management tools.
• Deepen your knowledge of Human Resources operations, employee data governance, and compliance while growing as a mentor to others.

Responsibilities:

• Perform Human Resources Shared Services transactions and assisted support for the employee lifecycle processes within the region, responding to employee and manager inquiries with accuracy, completeness, and empathy.
• Independently resolve employee cases and transactions, contributing to the day-to-day management of employee data and applying a sound understanding of policies and procedures.
• Deliver monthly service performance at or above target key performance indicators, including Net Satisfaction, Dissatisfaction, Time to Respond, and service line-specific measures, while proactively identifying issues and helping to achieve zero payroll service issues.
• Increase the use of Cowork (Microsoft 365 and Dynamics 365), Employee Self-Service and other agents, contribute to team ideation of optimization opportunities and support readiness and adoption of service line initiatives.
• Lead content reviews of desktop procedures and knowledge base articles, keeping documentation current and optimized for Copilot to improve accuracy for front-line colleagues.
• Act as a checker in key processes to ensure data accuracy, privacy, and process compliance, maintaining accurate personnel files and supporting the landing of business- and geography-specific initiatives.
• Collaborate with your manager, payroll teams, vendors, Human Resources partners, and peer service lines to resolve issues and deliver consistent employee experiences.
• Model a culture of learning and inclusion by completing mandatory training on time, building your own capability, upholding security practices, and supporting the onboarding of new team members or external staff as an onboarding buddy.

Qualifications:

• 4-7 years of experience in Human Resources, Customer Support, Shared Services Operations, or a related field; OR
• Bachelor's degree in Human Resources, Business, or related field and 2+ years of relevant experience; OR
• Master's degree in Human Resources, Business, or Operations and 1+ year of relevant experience.

Preferred Qualifications:

• Experience in Human Resources Shared Services, ideally supporting offboarding or other employee lifecycle processes across multiple countries.
• Working knowledge of Human Resources policies, employee data management, data privacy, and compliance requirements.
• Experience using Artificial Intelligence, Copilot/Cowork, case management tools such as Dynamics 365, and Human Resources systems of record.
• Strong attention to detail, with experience performing quality checks or audits on transactions.
• Excellent written and verbal communication skills, with the ability to handle sensitive conversations with empathy and discretion.
• Experience contributing to process improvement or the documentation of desktop procedures.