HR Service Excellence Specialist

HR Service Excellence Specialist

Reporting to the HR Service Center Supervisor, the HR Service Excellence Specialist is a key contributor responsible for meticulously tracking and analyzing service level agreements (SLAs), metrics, and success outcomes to ensure the highest standards of HR service delivery.

The Specialist will also conduct regular audits of user profiles and manage system configurations to support the continuous improvement of HR services.

Essential Functions:

• Monitor and track SLAs, ensuring that all HR service delivery metrics for their assigned region meet or exceed established standards.
• Conduct detailed analysis of HR service performance workflows specific to the region, providing regular reports to the HR SSC Supervisor.
• Perform systematic audits of user profiles within the region to maintain data integrity and compliance within HR systems.
• Adjust and recommend updates to system configurations as needed to optimize HR service delivery and user experience across their region.
• Collaborate with the HR Service Center Supervisor to identify regional areas for improvement and contribute to service enhancement initiatives.
• Support the implementation of new HR service delivery processes and systems within the region, ensuring a smooth transition and minimal disruption to end users.
• Act as a liaison between HR and IT departments to resolve any workflow or technical issues affecting service quality in their designated region.

Education, Skills and Experience Requirements:

• 3+ years of relevant experience in HR Analytics, HR Operations, or similar positions.
• Proficiency in HCM and service management platforms, software, and applications.
• Solid understanding of HR operations and shared services, with the ability to apply this knowledge to service excellence initiatives.
• Keen attention to detail and commitment to accuracy in tracking and reporting on service metrics.
• Experience in conducting audits to maintain and monitor HR data integrity and system compliance.
• Familiarity with change management principles and the ability to adapt to new processes and technologies.