HRSC Specialist - AMER

Key Accountabilities:

HR Service Delivery & Employee Support

• Serve as a first point of contact for colleagues and managers across the AMER region by responding to HR inquiries received via telephone, email, and Oracle Helpdesk.
• Provide accurate, timely, and professional advice on a broad range of HR policies, processes, and employee lifecycle activities.
• Utilize knowledge agents and articles, process documentation, and established protocols to resolve inquiries at first contact wherever possible.
• Ensure appropriate follow-up, case ownership, and escalation until issues are fully resolved.
• Meet agreed service level agreements (SLAs), quality standards, and customer satisfaction targets.
• Maintain detailed and accurate case records within Oracle Helpdesk.
• Maintain and update employee data within Oracle HCM in accordance with established standard operating procedures.
• Support employee lifecycle transactions including hires, transfers, promotions, organizational changes, and terminations.

Payroll and Timekeeping Support

• Provide first-level support for US payroll inquiries, answering basic questions relating to payroll processes, pay statements, deductions, tax forms, direct deposit, and payroll schedules.
• Liaise with payroll teams to resolve payroll-related issues and escalations.
• Support payroll processing activities by gathering information, validating data, and completing required administrative tasks.
• Provide guidance and support for Workforce Management inquiries, including:
  • Timecard and attendance questions
  • Scheduling inquiries
  • Absence and leave recording
  • Clocking and time entry issues
  • System navigation and basic troubleshooting
  • Forecasting support and basic troubleshooting
  • Support for standard report access and generation
• Escalate complex payroll and workforce management issues to appropriate specialist teams when required.

Administration, Compliance and Continuous Improvement

• Produce HR letters, reports, and transactional outputs in line with processes and SLAs.
• Maintain process documentation, knowledge articles, and work instructions.
• Complete administrative activities accurately and on time.
• Support HR technology, process improvement, testing, and implementation activities.
• Ensure compliance with company policies, data privacy requirements, and employment legislation.
• Maintain confidentiality of sensitive employee and business information.
• Contribute to continuous improvement and a culture of operational excellence, accountability, and customer service.

Required Education, Experience, Technical Skills and Knowledge:

Education:

• High School Diploma or equivalent combination of education and work-related experience

Critical Expertise and Experience

• Experience working in HR Shared Services, HR Operations or Payroll
• Good understanding of US payroll processes, with experience supporting payroll activities
• Good understanding of UKG Workforce Management processes, with experience in supporting UKG related inquiries
• Familiarity with employee lifecycle processes, HR administration activities, and global or regional HR operations.
• Strong customer service mindset with a focus on delivering a positive employee experience.
• Ability to manage multiple priorities, meet deadlines, follow protocols, and deliver against service level agreements.
• Experience handling confidential and sensitive employee information appropriately.

Technical Skills and Knowledge

• Experience using HR systems such as Oracle HCM, UKG Workforce Management, Oracle Helpdesk, or similar case management platforms.
• Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and email.
• Strong written and verbal communication skills, with the ability to convey information clearly to internal and external customers.
• Excellent organizational skills, attention to detail, and ability to maintain accurate records.
• Ability to analyze basic data, track and retrieve information, identify inconsistencies, and support reporting requirements.
• Strong problem-solving skills to resolve issues, answer questions, maintain workflow, and support operational reporting.

Work Arrangement

• Graveyard Shift following AMER Region time zone.