People Connect Associate

hace 6 meses

Heredia, Costa Rica Moody's A tiempo completo

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways.

**The Role / Summary**:
The People Services & Solutions Americas Hub Associate provides seamless customer experience for Moody’s employees within the Americas. The Americas Hub Associate serves as the initial owner and resolution provider for basic employee inquiries raised through ServiceNow. Reporting to the People Connect Manager, this role will work to meet all expected service level agreements, track and analyze cases and data analytics tied to process, and provide thoughtful and informative responses to employees while supporting across all HR lifecycle processes.

**Responsibilities**:
Leverage knowledgebase to provide consistent and attentive customer service to Moody’s employees

Receive inbound inquires via multiple channels (web, chat, ServiceNow queue), verifying the needs of employees and assisting in resolution

Provide guidance to employees on basic inquires across all areas of the employee lifecycle, tracking all cases through ServiceNow, in a timely and thoughtful manner

Consult with transaction requesters to ensure details are verified and all appropriate approvals have been received, where applicable

Direct employees to the appropriate resources when needed

Escalate cases after reviewing against team guidelines, if further assistance is determined

Collect, compile, and analyze HR data, metrics, and statistics

Support prioritized employee cases when raised within the time zone

Review data and trouble shoot process and inquiry resolutions to improve quality, efficiency and employee experience

Act as an inclusive, employee centric, and support champion team member that embodies and reflects Moody’s culture throughout workstream

Support operational work across the Moody’s People Team to drive efficient and consistent processes

Remain informed with current and innovative People practices, improving effectiveness of HR processes

Process, verify and maintain documentation relating to exit workforce and other aspects of the employee life cycle

Follow defined case management procedures during the processing of employee cases while maintaining confidentiality

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

Perform other tasks as assigned by leadership team

**Qualifications**:
Bachelor's degree or equivalent
1-2 Years Human Resources, Customer Service or data related field
Strong oral, written and interpersonal communication skills in English (English required)
Excellent customer service skills
Passion for building effective HR processes and data analysis that deliver exceptional user experiences
Understanding of end-to-end user experience for HR processes
Ability to use existing procedures to solve routine or standard problems (problem solving skills)
Business driven team-oriented demeanor (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**:
Experience within SAP, SuccessFactors and ServiceNow
Familiarity with customer service tools, system and methodologies
Experience managing Shared Service Center operations tasks
Tri-lingual capability (English and Portuguese) preferred

**The Department / Team**
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.

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