Global HR Service Delivery Specialist

1 day ago

Philippines Instructure Full time $40,000 - $60,000 per year

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their educations and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.

And that's where you come in:The Global Tier 1 HR Service Delivery Specialist is a critical member of our global HR team, serving as the first point of contact for employees worldwide. This role is responsible for providing efficient and accurate support across a wide range of HR inquiries and transactions, ensuring a positive employee experience. You will leverage your strong problem-solving skills, HR knowledge, and customer service expertise to resolve issues, escalate complex cases, and contribute to the continuous improvement of our HR service delivery model.

What you will be doing:This position works 3rd shift (around MIDNIGHT to 8:00 am)Serve as the primary point of contact for employee inquiries via email, Slack and our case management system. Provide accurate and timely information on HR policies, procedures, and programs, including benefits, payroll, organizational changes, onboarding, and off-boarding. Resolve employee issues and requests efficiently, striving for first-contact resolution.

Guide employees through self-service tools and resources. Accurately document all employee interactions and case details in our case management system. Escalate complex or sensitive cases to Tier 2 or Tier 3 support teams, ensuring proper handoff and follow-up.

Monitor case progress and provide timely updates to employees. Maintain accurate and organized records. Identify and report recurring employee issues and trends to the HR Service Delivery leadership team.

Contribute to the development and maintenance of knowledge base articles, FAQs, and other support resources. Participate in process improvement initiatives to enhance the efficiency and effectiveness of HR service delivery. Contribute to the documentation of work instructions and standard operational procedures.

Ensure compliance with all applicable HR policies, procedures, and regulations. Maintain the confidentiality of employee information. Ensure data accuracy and integrity in HR systems.

Collaborate with HR teams across different regions to ensure consistent service delivery. Provide support for global HR initiatives and projects. Maintain a global perspective and awareness of cultural differences.

Here's what you need to know/have:This position works 3rd shift (around MIDNIGHT to 8:00 am)Bachelor's degree in Human Resources, Business Administration, or a related field preferredMinimum of 1-3 years of experience in HR service delivery, customer service, or a related field. Proven experience in a global HR service environment or supporting a U.S.-based company, with strong understanding of cross-cultural communication and time zone coordination. Workday experience is a huge bonus and preferred.

Excellent written communication and interpersonal skills. Strong problem-solving and analytical skills. Ability to work independently and as part of a global team.

Proficiency in Microsoft Office Suite and Google docs. Strong organizational and time management skills. Ability to handle confidential information with discretion.

Strong customer service orientation. Ability to learn quickly and adapt to changing priorities. Understanding of the HR Hire to Retire business processes.

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