Associate - HR Operations

The Talent Lifecycle Delivery Services (TLDS) team serves as the primary point of contact for employees, managers, and HR partners, connecting them to global HR programs, processes, and tools. We are dedicated to delivering a seamless employee experience through high-quality HR support, operational excellence, and continuous process improvement.

As an Associate - HR Operations you will play a critical role in providing end-to-end HR operational support, ensuring an exceptional customer experience while maintaining compliance with global policies and standards.

Key Accountabilities

• Deliver timely and accurate support in accordance with established Service Level Agreements (SLAs), global standards, and local policies.
• Serve as a trusted point of contact for employees, managers, and HR stakeholders.
• Process HR transactions with a high degree of accuracy, compliance, and data integrity.
• Act as a Subject Matter Expert (SME) in one or more HR service areas and contribute to the maintenance and enhancement of the knowledge management repository.
• Drive continuous improvement initiatives to optimize service delivery and customer experience.
  
  

• Provide exceptional Tier 1 HR support and guidance to employees, managers, and HR teams across global locations.
• Manage, triage, and resolve HR inquiries through ServiceNow, escalating cases to Tier 2 or Tier 3 teams when required.
• Support stakeholders with HR self-service tools, HR processes, policies, and systems, including Workday.
• Conduct training sessions, presentations, and awareness initiatives to improve user adoption and understanding of HR services and tools.
• Maintain and enhance knowledge base content in partnership with knowledge management teams.
• Identify opportunities to improve Tier 0 knowledge articles and self-service capabilities.
• Troubleshoot complex HR system and process-related inquiries and recommend effective solutions.
• Support Workday transactions, data validation activities, audits, and User Acceptance Testing (UAT).
• Ensure strict adherence to data privacy, confidentiality, and governance requirements.
• Generate, analyze, and maintain reports using Workday and ServiceNow.
• Collaborate with HR teams and service center partners to identify and implement process improvements and standardization opportunities.
• Participate in global, regional, and local HR projects, system enhancements, and process transformation initiatives involving platforms such as Workday, BRAVO!, MAP, and other HR technologies.
• Build strong relationships with stakeholders and collaborate across HR Centers of Excellence (CoEs) and operational teams to share best practices and drive service excellence.
  
  

• 4 to 6 years of experience in HR Operations, HR Shared Services, Case Management, or HR Service Delivery environments.
• Hands-on experience with Workday HR administration and transaction processing.
• Experience using ServiceNow or similar case management platforms.
  
  

• Strong written and verbal English communication skills with the ability to interact effectively with global stakeholders.
• Excellent customer service orientation and problem-solving capabilities.
• Strong attention to detail with a focus on accuracy and data quality.
• Ability to manage multiple priorities in a fast-paced environment.
• Analytical mindset with a continuous improvement approach.
• High level of integrity and commitment to confidentiality and data privacy standards.
  
  

• Experience supporting global HR processes and shared service operations.
• Exposure to HR project implementations, system enhancements, and testing activities.
• Knowledge of HR service delivery best practices and knowledge management frameworks.