HR Employee Services and Lifecycle Analyst

Job Description HR Employee Services and Lifecycle Analyst

Location: Guadalajara SSC, Mexico

Reports to: Manager, HR Employee Services and Lifecycle

The Employee Services and Lifecycle Analyst will be responsible of providing customer service (to internal employees for HR-related processes through inquiry management and resolution. Research solutions and escalate complex inquiries to appropriate parties as needed. Manage HR data and transactional processing.

Key Deliverables:

• Serve as first point of contact for HR customer inquiries via various intake channels such as phone and chat.
• Utilize knowledge management and case management systems to address, track and resolve HR customer inquiries within Service Level Agreements.
• Escalate unresolved HR customer inquiries, retiree inquiries and requests.
• Process data changes in HR systems.
• Process org management transactions.
• Administer and process new hire information.
• Audit system/data.
• Conduct research related to specific inquiries.
• Execute compliance-related activities.
• Understand available standard reports to support customers.

Knowledge, Skills, and Requirements:

• University Degree or equivalent experience in a related field.
• 1-2 years customer service experience, ideally in a service center.
• Advanced English level (written and verbal) is a must.
• Portuguese is a huge plus.
• Overall familiarity with HR policies and practices is a plus.
• Proven time management skills, and a strong sense of urgency.
• Ability to quickly comprehend requirements and carry out transactions in accordance with set standards.
• Ability to establish effective professional working relationships.
• Problem-solving skills and a customer service orientation.
• Ideal to have ability to run reports and interpret data to conduct analysis.
• Consistent exercise of judgment and escalation as necessary to resolve problems.
• Strong work ethic, integrity, and personal accountability.
• Strong communication and interpersonal skills and a collaborative team spirit.
• Proficient use of applicable technology and MS Office.

Relocation Available:

No