Senior People Connect Associate

hace 2 semanas

Heredia, Costa Rica Moody's A tiempo completo

The People Services & Solution Senior People Connect Associate provides seamless customer experience

for Moody’s employees within region. Reporting to the People Connect Manager, this role will work to meet

all expected service level agreements, track and analyze cases, and resolve and escalate cases, as needed.

The People Services & Solution Senior People Connect Associate will provide thoughtful and informative

responses to employees, while mentoring and collaborating with the operational team, supporting across all

HR lifecycle processes. In addition, Senior People Connect Associate will be responsible for the

administration and improvement of HR processes, with an emphasis on data entry, workflow monitoring and

approvals, document creation, and other HR transactions in Moody’s systems.

**Responsibilities**:

- Research and troubleshoot intricate employee cases of a varied scope, resolving or escalating as

needed to reach case resolution
- Provide guidance and trainings to Associate Hub team members on basic inquires, tracking all

responses through ServiceNow, in a timely and thoughtful manner
- Support priority cases for employees globally, when raised within time zone, collaborating and

identifying appropriate parties to notify, when applicable (act as an escalation point for complex

cases)
- Process and maintain transaction completion, documenting in system, across the complete employee

lifecycle to support employees in region
- Act as an inclusive, employee centric, and support champion team member that embodies and

reflects Moody’s culture
- Support operational work across the Moody’s People Team to drive efficient and consistent process

procedures to resolve a variety of employee cases
- Process, verify and maintain documentation relating to all aspects of the employee life-cycle
- Administer HR processes and procedure with close attention to confidentiality, timeliness, privacy

and fairness
- Raise issues and case questions with the Operations Manager, working to improve services against

service level agreements
- Uphold Hub policies, procedures, and work instructions, including meeting operational standards and

maintaining employee satisfaction
- Establish strong working relationships across operations global and regional teams to support

technology and HR processes
- Adhere to all service level agreements and organizational effectiveness measurements
- Perform other tasks as assigned by leadership team
- Investigate the root cause of data or service quality issues.
- Bachelor's degree or equivalent
- 2-4 years of experience in HR or other related field, especially in a service center
- Knowledge of [region] HR practices and regulatory guidelines
- Experience within SuccessFactors and ServiceNow
- Strong oral, written and interpersonal communication skills in English (English required)
- Passion for data combing and analysis to build effective processes that delivers exceptional user

experience
- Understanding of end-to-end user experience within HR processes
- Strong familiarity with data problem-solving and trend spotting with a human-centered mindset
- Business driven team-oriented demeanor and ability to work within a Team
- Ability to prioritize, work collaboratively, and thrive in a fast-paced environment adapting to new

technologies when needed
- Sound judgement and discretion with sensitive information, escalating when appropriate
- Effective listening and growth mindset to service a diverse employee population
- Commitment to continual process improvement

**Preferred**:

- Knowledge and proficiency on specific employee benefits within [region]
- Bi-lingual capability (English and other language) preferred
- Ability to promote and implement changes to current practices and processes

LI-Hybrid

LI-IM

The People Team's mission is to power Moody's growth with exceptional talent developed through impactful

insights, processes, and experiences in an inclusive community where people want to come and stay.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.

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