V. PRINCIPAL ACCOUNTABILITIES
The HR Specialist executes HR programs and supports consistent, compliant, and efficient service delivery across regions.
Responsibilities include:
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Support lifecycle processes, including onboarding, offboarding, absence management, and program administration
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Manage complex or escalated cases within assigned HR programs
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Execute compensation, benefits, and policy-related activities accurately
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Maintain working knowledge of HR tools, including Case Management Tool, Workday, LearnEx, and related systems
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Manage workload effectively to meet commitments and service level agreements
2. Employee & Manager Partnership
The HR Specialist provides accurate guidance to employees and managers, supporting consistent resolution of complex or escalated matters.
Responsibilities include:
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Provide specialist support for sensitive, complex, or country-specific employee and manager matters
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Resolve inquiries on HR policies, procedures, and processes accurately and within expected timelines
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Partner with HR Leaders, HR Partners, CoEs, and process owners to resolve advanced cases
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Support manager and employee understanding of HR lifecycle processes
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Model company culture and values through professional, solution-oriented interactions
2. HR Service Delivery & Case Resolution
The HR Specialist manages escalated HR queries and cases routed from the GCC, with a focus on complex, sensitive, or country-specific matters.
Responsibilities include:
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Resolve the Tier 2 HR inquiries escalated by the GCC
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Handle exceptions, complex scenarios, and country-specific requirements
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Ensure timely, accurate resolution of escalated cases
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Escalate unresolved or specialist matters to HR Process Owners, CoEs, or HR Partners
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Prepare knowledge documents, case summaries, and responses to frequently asked questions
4. Process Improvement & GCC Collaboration
The HR Specialist supports continuous improvement across service delivery tiers and strengthens collaboration with the GCC.
Responsibilities include:
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Identify recurring escalation trends and root causes
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Provide structured feedback to the GCC to reduce future escalations
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Support continuous improvement of knowledge articles, SOPs, and the Global MyHR Catalogue
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Recommend process enhancements to CoEs and global process owners
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Drive standardization and efficiency across HR processes
5. HR Systems & Data Management
The HR Specialist maintains data quality and supports resolution of system-related escalations.
Responsibilities include:
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Maintain accurate employee and HR data in Workday and related tools
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Resolve complex data corrections and system-related escalations
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Provide system guidance to the GCC as needed
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Build and maintain expertise in HRIS platforms, including Workday and ServiceNow
6. HR Projects & M&A Integration Support
The HR Specialist contributes to HR projects and supports integration activities related to mergers and acquisitions.
Responsibilities include:
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Support HR projects and continuous improvement initiatives across the MyHR Service Delivery model
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Participate in M&A integration activities to support smooth transition of employees, processes, and systems
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Coordinate with cross-functional teams to support project delivery and stakeholder alignment
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Balance operational workload with project-related responsibilities
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Track progress, deadlines, and deliverables in a structured manner