HR Shared Services Rep III

San Pedro Garza García, N.L.
Prácticas
Tiempo completo

Hace 6 días

Responsabilidades:En Principal estamos orgullosos de poner nuestro propósito al centro de todo lo que hacemos, motivados por la misión de fomentar un mundo en donde todas las personas tengan acceso a la seguridad financiera. Esta misión, junto con la integridad, enfoque en el cliente y la experiencia de más de 140 años en la industria nos ha posicionado como un referente en el mercado financiero.As an HR Shared Services Specialist III, you’ll use your customer service skills to provide effective and efficient HR support both over the phone, live chat, as well as electronic cases. You’ll use an in-depth knowledge base to respond to inquiries and use your critical thinking and consultation skills to work through scenarios that are not always clear. Be a part of a team, working collaboratively to share ideas, ownership, and accountability for driving improvements and consistency of execution for key HR processes. Provide interaction support, consulting, and research on global HR processes and systems to employees, leaders, retirees, HR COEs and third parties for primarily tier one and tier two inquiries.

Support primarily tier one and two HR interactions and consulting by assessing inquiries and determining best method of resolution while achieving expected service levels and case management goals. Utilize critical thinking skills beyond the knowledgebase to consult with leaders and escalated customer inquiries to resolve wide range of tier two HR inquiries and issues and escalate items to third party vendors and HR COEs as appropriate. Conduct tier 1 technical troubleshooting.
Work independently to resolve escalated contacts. Handle more complex research and assist other staff members in resolving issues. Negotiate solutions and act as a liaison with internal and external customers when necessary.
Work with HR COE partners on non-technical issues that require a higher degree of expertise and knowledge. Analyze escalated service problems or product trends and provide feedback to team members for resolution and development. Works collaboratively within a team to share ideas, ownership, and accountability for driving improvements and consistency of execution for key HR processes.
Provide interaction documentation and updates through HR case management, internal knowledge base, and self-service content. Assist in developing/editing/maintaining knowledge base content in partnership with HR Digital Strategist. Participate in scheduled and ad hoc training in order to improve policy and process acumen.

Requisitos:

Associates degree or 4+ years of work experience.
Must demonstrate professional fluency in both English and Spanish (reading, writing, and speaking). Working knowledge of Brazilian Portuguese is a plus.
Experience in HR or working in an operational/contact center environment. HR internship experience or HR educational background will be considered.
Excellent communicator with ability to quickly and efficiently diagnose customer needs vs. wants based on contact topic.
Detail oriented and ability to balance opposing priorities and bring to resolution.
Technical proficiency and ability to troubleshoot tier one system issues with customers.
Ability to work through ambiguous situations and identify when escalation is needed.
Ability to work under limited supervision.
Maintain confidentiality.

Skills That Will Help You Stand Out:

2+ years HR experience preferred, ideally in a shared services or contact center environment.
Experience with HCM/Oracle, ServiceNow, ADP, and Genesys Cloud.

Información Adicional:Nuestra Cultura de TrabajoSomos conscientes que un adecuado equilibrio es la mejor forma de tener equipos exitosos y empoderados, por lo cual adoptamos un enfoque de flexibilidad que se adapta a tus necesidades y de tu equipo con base en una cultura de confianza. Nuestro compromiso es entregarte los recursos y oportunidades que necesitas para ser exitoso.¿Qué podemos ofrecerte?

¡Flexibilidad! Modalidad de Trabajo híbrido con vestimenta flexible y espacios colaborativos.
Más tiempo para ti: los viernes trabajamos hasta las 3:00 p.m. y además podrás tener días adicionales a tus vacaciones al año.
Un paquete de Compensación Integral con prestaciones superiores a la ley y beneficios que promueven tu seguridad financiera, como: SGMM, seguro de vida, plan privado de pensión, programa de compra de acciones, vales de despensa, una app de consultas ilimitadas con médicos, nutriólogos y psicólogos, etc.
Oportunidades y herramientas para impulsar tu desarrollo profesional.
Una comunidad con una cultura de colaboración que prioriza la diversidad, equidad e inclusión y nuestros valores.

Experiencia PrincipalEn Principal, valoramos el balance tanto a nivel personal como profesional. Juntos, estamos imaginando un futuro orientado a darle propósito a los servicios financieros, y eso comienza contigo.Nuestro éxito depende de las experiencias y talentos únicos de nuestros colaboradores apoyándolos de la misma manera que a nuestros clientes; con ofertas de beneficios integrales y competitivas diseñadas para proteger su bienestar físico, financiero y social.Visita nuestro sitio de carreras para obtener más información sobre nuestro propósito, valores y beneficios.

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