Global People Shared Services Specialist

Role description

The GPSS Specialist plays a vital role in delivering efficient, high-quality people administrative support that enables an exceptional employee experience. This position manages a broad range of employee and manager requests through the People Assist platform, ensuring adherence to service level agreements (SLAs) and upholding best practices in people administration.

Role accountabilities

Service Delivery

• Manage and resolve people requests via the People Assist platform, ensuring all cases are handled promptly, accurately, and in compliance with agreed SLAs.
• Track, prioritize, and document cases to ensure seamless and transparent case management.
• Communicate clearly and professionally with employees and managers, keeping all stakeholders informed throughout the resolution process.

Process Expertise

• Serve as a subject matter expert within a designated service area.
• Address both standard and region-specific process requirements, ensuring compliance with local and global policies.
• Act as a tier two support resource, providing guidance on complex or specialized cases and acting as an escalation point when first-tier support is insufficient.

Data Management

• Accurately update and maintain employee records in Oracle HCM, following GPSS Knowledge Base Articles (KBAs) and established workflows.
• Conduct data audits and investigations as needed to support accurate decision-making and resolve discrepancies.
• Safeguard data privacy, confidentiality, and compliance with internal and regulatory controls.

Continuous Improvement

• Regularly review and update process documentation, KBAs, process workflows to promote clarity, consistency, and ease of access for the team.
• Identify, propose, and help implement process improvements and automation opportunities that enhance efficiency, reduce errors, and improve the quality of service delivery.

Collaboration

• Engage proactively with HR colleagues, business managers, and third-party vendors to resolve inquiries and deliver effective solutions.
• Build strong professional relationships and foster knowledge sharing across the team and with stakeholders.
• Participate in or lead collaborative projects, contributing expertise and supporting cross-functional initiatives.

Project & Change Support

• Actively support ad-hoc projects, change initiatives, and the rollout of new systems, tools, or processes.
• Prepare and deliver training materials, assist with onboarding for new ways of working, and help manage the impacts of organizational change.

Process Assignments / Service Area

New Hire Process

New Hire Process supports the acquisition of skilled and qualified workers to attain the company's broader business goals. GSSC People Services will support this process by administering the end to end Onboarding, Background Checks and Creation of Offer Letters.

Employee Data Changes

Employee information is constantly changing, and these changes surely impacts multiple people processes. This process helps us to keep with our highly changing environment by making information updates available to you through ESS and MSS. Process controls are put in place by integrating the regions legal requirement in the process flow.

Leavers

This process will provide support to employees and line managers by standardizing our procedure and administrative activities for both voluntary and involuntary exits. The process also covers death in service tickets. Involuntary exits will be closely coordinated with the business and Regions HR.

Learning & Development Administration

Supports Learning & Development administration by providing Performance Management admin request through GPS and Course management, Learning assignments and Training record management through OLC.

Absence and Leave

This process will help employees adjust their leave balance, aside from that it will support annual adjustments of leave balance per regions and will also be available for all employees who has leave accrual inquiries.

Qualifications & Experience

• A bachelor's degree in any field is required.
• Preferably, you should have 2-5 years of experience in People teams, preferably in People Shared Services, or relevant customer service experience.
• A good understanding of the Shared Services concept and its key deliverables is necessary.
• You should possess the ability to prioritize and complete workloads within a high-pressure environment.
• Demonstrated success in establishing and maintaining professional networks is advantageous.
• Excellent communication skills are vital, as you will be interacting with employees and managers at all levels.
• Willingness to work on different shifts.
• Flexibility and adaptability to change are important qualities for this role.
• The ability to handle multiple tasks in a fast-paced work environment is essential.
• Advanced knowledge of HRIS, preferably with experience in Oracle HCM, is preferred.
• Proficiency in Microsoft applications is necessary.
• You should be able to easily adapt to the organization's work rules and processes.