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Tier-1 brand, metro location, common HR operations title, and mid-level experience increase candidate competition.
HR operations and case-management skills are broadly transferable across industries, making background fit flexible.
Explicit 4+ years requirement and mandatory HR domain experience create moderate filtering of applicants.
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Manage and optimize case management workflow for the HR Service Center, supporting all business units through Shared Services Model.
Analyze case data and trends to provide insights and visual reports for senior management to improve operational efficiency and workload forecasting.
Drive process improvements, automation, and customer experience enhancements via prioritization, escalation, and knowledgebase content updates.
Bachelor’s degree or equivalent work experience, preferably in HR.
4+ years of relevant experience in customer service, call center, or HR-related roles.
Advanced knowledge of Case Management systems (preferably ServiceNow).
Fluency in English (written and spoken).
Experience working with HR policies and procedures across areas like Compensation, Benefits, Payroll, Talent Management, or Recruiting.
Strong analytical skills with ability to interpret data and create impactful presentations for senior leaders.
Comfortable handling sensitive/confidential information and collaborating with senior management on escalations.