Overview
The People Operations Support Specialist serves as the first point of contact for employee inquiries across benefits, payroll, compensation programs, HR systems, policies, and general HR-related topics. This role delivers a high-quality employee experience through efficient case management, clear communication, and accurate support across the employee lifecycle.
Key Responsibilities
- Provide Tier 1 support for employee inquiries related to benefits, payroll, compensation programs, HR systems, policies, and general HR matters through case management systems, chat platforms, and occasional in-person interactions.
- Manage employee cases from intake through resolution, including triage, research, issue diagnosis, resolution, escalation, documentation, and timely follow-up.
- Utilize HR and case management systems (e.g., ServiceNow, Workday, iCIMS, or similar platforms) to research inquiries, process transactions, and maintain accurate employee records.
- Leverage knowledge articles, response templates, and support resources to deliver consistent, scalable, and efficient employee support.
- Identify issues requiring advanced support and appropriately escalate to Centers of Excellence (COEs), People Partners, or other stakeholders while exercising sound judgment and risk awareness.
- Support key employee lifecycle processes, including onboarding, employment changes, and offboarding activities, with a focus on accuracy, responsiveness, and employee satisfaction.
- Meet established service standards, including Service Level Agreements (SLAs), customer satisfaction metrics (CSAT), and first-contact resolution goals while maintaining confidentiality and compliance.
- Analyze recurring issues, identify root causes, and recommend process improvements, automation opportunities, and knowledge management enhancements to improve service delivery.