Human Resources

• Handle HR inquiries via email, HR cases and phone/chat in a professional and timely manner
• Administer employee life-cycle programs depending on scope (stream or market based)
• Prepare necessary documents for employees
• Review/Audit HRO transactions to ensure transactions follow policies & process
• Work closely with Operations Team to provide feedback on quality
• Conduct Quality meetings and analyze errors; drive accountability to meet quality goals
• Maintain subject-matter expertise on process updates, policies, Quality Team SOPs
• Provide hyper care for new hires and tenured bottom performers through audits & actions
• Define, update, and innovate quality frameworks and re-review decision accuracy audits
• Implement and use different Quality Check Tools, best practices, and procedures
• Contribute to process improvement ideas, insights, and projects to enhance KPIs
• Accountable for performance standards for assigned analysts; monitor quality performance
• Partner on classroom training delivery and engage in refresher training as needed
• Ensure HR policies and processes are followed for assigned scope and escalate inconsistencies
• Establish and update process documentation (SOPs, process maps, templates)
• Identify process gaps and participate in improvement initiatives
• Ensure services delivered meet Service Level Agreement (SLA) and internal KPIs
• Complete mandatory trainings and perform other duties as assigned by Team Lead

Senior Process Associate – Human Resources Operations, Spanish

HR Business Partner