HR Helpdesk Specialist

Job Description

Grace is seeking an HR Helpdesk Specialist to join our HR Operations team! This role reports to the HR Operations Supervisor located in Manila, Philippines.

The HR Helpdesk Specialist serves as the primary contact for employees seeking assistance with HR-related inquiries. This role is responsible for providing timely, accurate information and support on a variety of HR topics, including benefits, policies, payroll, and general employee concerns. Additionally, the representative handles reporting requests, manages HR data, and participates in audit processes to ensure data integrity and compliance.

Responsibilities

• Act as the first point of contact for employees regarding HR questions, concerns, and requests.
• Respond to inquiries via phone, email, or ticketing system, ensuring excellent customer service and prompt resolution.
• Assist employees with navigating HR systems, accessing forms, and understanding HR policies and procedures.
• Process reporting requests, generate HR data reports, and maintain accurate records for internal and external stakeholders.
• Support data management activities, including entry, updates, and audits to ensure accuracy and compliance with company and regulatory standards.
• Collaborate with HR team members to escalate complex issues and follow up to ensure employee satisfaction.
• Participate in periodic audits of HR data and processes, supporting internal and external audit requirements.
• Improve efficiency and user satisfaction by proactively seeking opportunities to optimize and improve existing processes and tools; and partnering with the COEs and the HR community
• Create and update work instructions for assigned tasks and processes
• Develops knowledge base articles to deliver accurate information to the global user community
• Lead/ participate in the routine meetings between COE and HR Help Desk to discuss operations and performance against set SLAs
• Ensure compliance with audit requirements for internal and IT controls and data privacy policy
• Support and participate in SuccessFactors project implementations including user acceptance testing and other duties as assigned
• Serve as backup for other HR Operations processes

Required Qualifications

• Bachelor's Degree in Business, Human Resources or equivalent
• At least 4 years of relevant work experience in a global Shared Services environment supporting North American and European regions
• Amenable to work on a rotating shift/ night shift and Philippine holidays
• Strong analytical and problem-solving skills to quickly ascertain and concisely report problems
• Detail-oriented, organized and able to handle sensitive information confidentially
• Strong communication and interpersonal skills, with a customer-focused approach
• Proficiency in HR information systems, Microsoft Office suite and data management tools
• Ability to multitask and prioritize in a fast-paced environment
• At least 1 year of SuccessFactors experience
• At least 1 year of Case Management Tool experience

Preferred Qualifications

• ServiceNow experience preferred
• Intercultural awareness skills needed for interaction with global internal clients

Benefits

• Guaranteed 14th month Pay
• Above-market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• HMO coverage for employees on day 1 (with pandemic coverage)
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance