People Connect Specialist

hace 2 semanas

San Francisco, Heredia, Costa Rica Moody'S A tiempo completo
About the Role

We are seeking a skilled People Connect Specialist to join our team at Moody's in the Americas Hub. As a key member of our People Team, you will play a vital role in providing exceptional customer service and support to our employees.

Job Summary

The People Connect Specialist will serve as the initial owner and resolution provider for basic employee inquiries raised through ServiceNow. This role will work closely with the People Connect Manager to meet all expected service level agreements, track and analyze cases, and provide thoughtful and informative responses to employees while supporting across all HR lifecycle processes.

Key Responsibilities
  • Leverage knowledgebase to provide consistent and attentive customer service to Moody's employees
  • Receive inbound inquiries via multiple channels (web, chat, ServiceNow queue), verifying the needs of employees and assisting in resolution
  • Provide guidance to employees on basic inquiries 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
Requirements
  • 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
  • Excellent customer service skills
  • Possession of problem solving skills using existing procedures
  • Ability to prioritize and work collaboratively in a fast-paced environment
  • Sound judgement and discretion with sensitive information
  • Effective listening and growth mindset to service a diverse employee population
Preferred Qualifications
  • Experience within SAP, SuccessFactors and ServiceNow
  • Familiarity with customer service tools, system and methodologies
  • Tri-lingual capability (English and Portuguese) preferred
About Moody's

Moodys' 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.

Moodys' 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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