Description
The **Talent Lifecycle Delivery Services (TLDS)** team serves as the primary point of contact for employees, managers, and HR partners, connecting them to global HR programs, processes, and tools. We are dedicated to delivering a seamless employee experience through high-quality HR support, operational excellence, and continuous process improvement.
As an **Associate – HR Operations** you will play a critical role in providing end-to-end HR operational support, ensuring an exceptional customer experience while maintaining compliance with global policies and standards.
**Key Accountabilities**
+ Deliver timely and accurate support in accordance with established Service Level Agreements (SLAs), global standards, and local policies.
+ Serve as a trusted point of contact for employees, managers, and HR stakeholders.
+ Process HR transactions with a high degree of accuracy, compliance, and data integrity.
+ Act as a Subject Matter Expert (SME) in one or more HR service areas and contribute to the maintenance and enhancement of the knowledge management repository.
+ Drive continuous improvement initiatives to optimize service delivery and customer experience.
**Key Responsibilities**
+ Provide exceptional Tier 1 HR support and guidance to employees, managers, and HR teams across global locations.
+ Manage, triage, and resolve HR inquiries through ServiceNow, escalating cases to Tier 2 or Tier 3 teams when required.
+ Support stakeholders with HR self-service tools, HR processes, policies, and systems, including Workday.
+ Conduct training sessions, presentations, and awareness initiatives to improve user adoption and understanding of HR services and tools.
+ Maintain and enhance knowledge base content in partnership with knowledge management teams.
+ Identify opportunities to improve Tier 0 knowledge articles and self-service capabilities.
+ Troubleshoot complex HR system and process-related inquiries and recommend effective solutions.
+ Support Workday transactions, data validation activities, audits, and User Acceptance Testing (UAT).
+ Ensure strict adherence to data privacy, confidentiality, and governance requirements.
+ Generate, analyze, and maintain reports using Workday and ServiceNow.
+ Collaborate with HR teams and service center partners to identify and implement process improvements and standardization opportunities.
+ Participate in global, regional, and local HR projects, system enhancements, and process transformation initiatives involving platforms such as Workday, BRAVO!, MAP, and other HR technologies.
+ Build strong relationships with stakeholders and collaborate across HR Centers of Excellence (CoEs) and operational teams to share best practices and drive service excellence.
**Required Experience**
+ 4 to 6 years of experience in HR Operations, HR Shared Services, Case Management, or HR Service Delivery environments.
+ Hands-on experience with Workday HR administration and transaction processing.
+ Experience using ServiceNow or similar case management platforms.
**Skills & Competencies**
+ Strong written and verbal English communication skills with the ability to interact effectively with global stakeholders.
+ Excellent customer service orientation and problem-solving capabilities.
+ Strong attention to detail with a focus on accuracy and data quality.
+ Ability to manage multiple priorities in a fast-paced environment.
+ Analytical mindset with a continuous improvement approach.
+ High level of integrity and commitment to confidentiality and data privacy standards.
**Preferred Qualifications**
+ Experience supporting global HR processes and shared service operations.
+ Exposure to HR project implementations, system enhancements, and testing activities.
+ Knowledge of HR service delivery best practices and knowledge management frameworks.
Join us and help create a world-class employee experience by delivering efficient, accurate, and customer-focused HR services across our global workforce.
