HR SERVICES ANALYST I

Job Overview

TE's HR Services teams provide direct support to employees, other HR groups and management as part of a centralized function to handle a variety of HR-related transactions. They receive and respond to requests concerning HR policies/programs, appropriately routes requests from employees to others for additional information and may respond to practices inquiries via online resources and/or telephone. The team also processes various paper and electronic forms related to documenting HR activities such as new-hire onboarding, change-of-status, benefits, termination of employment, etc. 

Key responsibilities include:

•    Managing the transactions required to complete the hire process of LATAM TE employees.
•    Receives queries via telephone and case management ticketing system.
•    Conducts necessary classification, manages inquiries in case management system, documents and maintains accurate records and transfers inquiries to other parties within HR Services or outside of HR Services (HRBP/HRSP, COEs) as required. 
•    Maintains and ensures all tickets, workflows and queries are addressed based on customer service level agreement (SLA)
•    Identifies and escalates priority issues and routes to appropriate team for quick resolution. 
•    Partners with HR Services global regional teams as appropriate on cross regional activities and projects.
•    Diagnoses problems and coordinate resolution across stakeholders, including HRBP/HRSP, COEs and others. 
•    Follows up on inquiries to ensure timely and accurate response and resolution to all requests   
•    Solves problems that are unstructured and that may require conceptual critical thinking. 
•    Provides solutions to inquiries that are often non-standard/non-routine and require some clarification and deep thinking. 
•    Identifies and implements continuous process improvements to enhance service delivery. 
•    Utilizes the knowledge base to assist with transactions and customer inquiry resolution.
•    Works with Content Management team to develop and update desktop procedures, scripts, FAQs, job aids to ensure a consistent experience for customers. 
•    Adheres to HR Services metrics as determined by HR Services Leadership.
•    Ensures all activities are carried out as per the standard operating procedures (SOPs) of HR Services.   
•    Ensures compliance with all relevant quality and statutory policies, procedures, and controls in the region
•    to guarantee employee adherence and legislative compliance. 

Required experience:

•    Bachelor’s degree preferred (or equivalent). 
•    Fluent level of English (Excellent oral and written communication skills).
•    Ability to communicate effectively to a variety of audiences. 
•    Please submit your resume in English
•    Detail oriented and results driven. 
•    Self-learner mindset and curious.
•    Ability to manage priorities against tight deadlines. 
•    Effective problem-solving skills. 
•    Strong customer service orientation. 
•    Proficient with MS Office, especially with Excel (Dynamic Tables)
•    Familiarity with SharePoint or other Knowledge 

LOCATION: Hermosillo, Sonora, MX. (Onsite)
TRAVEL: None
#LI-ONSITE

Competencies