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About the role
Key responsibilities & impact- Own and resolve Tier 1 People Operations cases end-to-end, ensuring timely and accurate outcomes
- Support moderately complex and repeatable queries across People Operations, payroll-related topics, and benefits support within defined scope
- Apply strong triage and routing discipline to ensure work is handled at the right tier
- Focus on solutions and service quality, not only responses
- Handle escalations from administrators and professionals within the Shared Service Centre
- Provide guidance on complex Tier 1 queries and recurring operational issues
- Support consistent interpretation and application of processes, policies, and service pathways
- Help reduce unnecessary escalations, rework, and dependency on individual expertise
- Partner with in-country colleagues and regional stakeholders to capture local nuance and translate it into standardised service delivery
- Support knowledge documentation, self-service improvements, and Tier 0 enablement
- Use operational data and service insight to identify repeat demand, root causes, and improvement opportunities
- Support implementation of process changes, system updates, and new service solutions across the region
- Coach and guide colleagues to build stronger problem-solving capability within Tier 1
Requirements
What you’ll need- Experience in shared services, HR operations, People Operations, payroll support, or a related field
- Experience working in high-volume, service-led environments with defined processes, service levels, and case management discipline
- Good understanding of HR systems, workflows, employee lifecycle processes, and operational service delivery
- Ability to interpret process guidance, policies, and regional requirements and translate them into practical support
- Good communication skills in English, both written and spoken.
Benefits
Comp & perks- Health insurance
- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
HR OperationsPayroll SupportCase ManagementProcess ImprovementOperational Data AnalysisService InsightKnowledge DocumentationSelf-Service ImprovementsTriage DisciplineService Pathways
Soft Skills
Communication SkillsCoachingGuidanceCollaborationProblem-SolvingService Quality FocusEscalation ManagementAdaptabilityAttention to DetailCustomer Service Orientation