HR Services Analyst

For more than 80 years, our client’s engineers and product specialists have partnered with customers to produce highly engineered connectivity and sensing solutions that make a connected world possible. Their focus on reliability, durability, and sustainability exemplifies their commitment to progress. The unmatched range of their product portfolio enables companies, large and small, to turn ideas into technology that can transform how the world works and lives tomorrow.

Responsibilities:

• Managing the transactions required to complete the hire process of LATAM our client employees.
• Receives queries via telephone and case management ticketing system.
• Conducts necessary classification, manages inquiries in case management system, documents and maintains accurate records and transfers inquiries to other parties within HR.
• Services or outside of HR Services (HRBP/HRSP, COEs) as required. 
• Maintains and ensures all tickets, workflows and queries are addressed based on customer service level agreement (SLA)
• Identifies and escalates priority issues and routes to appropriate team for quick resolution. 
• Partners with HR Services global regional teams as appropriate on cross regional activities and projects.
• Diagnoses problems and coordinate resolution across stakeholders, including HRBP/HRSP, COEs and others. 
• Follows up on inquiries to ensure timely and accurate response and resolution to all requests 
• Solves problems that are unstructured and that may require conceptual critical thinking. 
• Provides solutions to inquiries that are often non-standard/non-routine and require some clarification and deep thinking. 
• Identifies and implements continuous process improvements to enhance service delivery. 
• Utilizes the knowledge base to assist with transactions and customer inquiry resolution.
• Works with Content Management team to develop and update desktop procedures, scripts, FAQs, job aids to ensure a consistent experience for customers. 
• Adheres to HR Services metrics as determined by HR Services Leadership.
• Ensures all activities are carried out as per the standard operating procedures (SOPs) of HR Services. 
• Ensures compliance with all relevant quality and statutory policies, procedures, and controls in the regionto guarantee employee adherence and legislative compliance. 

Requirements:

• Bachelor’s degree preferred (or equivalent). 
• Fluent level of English (Excellent oral and written communication skills).
• Ability to communicate effectively to a variety of audiences. 
• Please submit your resume in English
• Detail oriented and results driven. 
• Self-learner mindset and curious.
• Ability to manage priorities against tight deadlines. 
• Effective problem-solving skills. 
• Strong customer service orientation. 
• Proficient with MS Office, especially with Excel (Dynamic Tables)
• Familiarity with SharePoint or other Knowledge Management System