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
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Competencies