- Act as a Subject Matter Expert (SME) for HR operations, providing expert guidance on end-to-end HR processes (Hire to Retire) and ensuring adherence to defined service standards
- Conduct quality audits on transactions and cases processed by the HR team, identify process gaps or compliance issues, and drive corrective and preventive actions
- Lead the investigation and resolution of escalations from employees, managers, and HR stakeholders, ensuring timely, accurate, and empathetic responses aligned with policy and service expectations
- Take ownership of maintaining and updating Standard Operating Procedures (SOPs) for HR processes, ensuring documentation reflects the latest changes in policy, system, or compliance requirements
- Collaborate with Team Leads to analyze audit trends, identify recurring issues, and support training or process improvement efforts as needed.
- Liaise with Centers of Excellence (COEs), HR Business Partners, and Technology teams to resolve complex issues and align on process enhancements.
- Support the delivery of continuous improvement initiatives by identifying automation, standardization, or efficiency opportunities within HR operations.
- Create and share periodic quality and escalation reports, highlighting key metrics, trends, and risk areas for leadership visibility.
- Provide coaching and support to junior team members, promoting a culture of quality, accountability, and service excellence.
- Assist in managing ad-hoc projects, audits, and compliance checks related to HR Shared Services operations.
Here are the desired Skills and Experience…
- Experience, preferably in a HR Shared Services function supporting European Union
- Proven experience as a Subject Matter Expert (SME) or Quality Auditor within HR Shared Services, with a strong focus on compliance, accuracy, and service excellence
- Preference will be given to candidates with experience and knowledge on HRMS Platforms like SAP and/or Oracle Fusion
- Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies
- Good IT skills, particularly MS Word, Excel, Outlook
- Fluent English - excellent verbal and written communication skills
- Strong administrative and organizational abilities, with the capability to manage a complex and varied workload efficiently
- Previous experience in a front facing customer service role and/or project experience is desirable
- Should be flexible to work in multiple shifts
- Strong interpersonal skills, can build effective relationships with internal and external stakeholders at all levels