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People Services
hace 7 días
Mission-driven professionals who want 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 should consider this role.
The Americas Hub Associate will serve as the initial owner and resolution provider for basic employee inquiries raised through ServiceNow, working closely with the People Connect Manager 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.
Main responsibilities include:
- Leveraging the knowledgebase to deliver consistent and attentive customer service to Moody's employees
- Receiving inbound inquiries via multiple channels (web, chat, ServiceNow queue), verifying the needs of employees and assisting in resolution
- Providing guidance to employees on basic inquiries across all areas of the employee lifecycle, tracking all cases through ServiceNow, in a timely and thoughtful manner
- Consulting with transaction requesters to ensure details are verified and all appropriate approvals have been received, where applicable
- DIRECTING EMPLOYEES TO THE APPROPRIATE RESOURCES WHEN NEEDED
- Escalating cases after reviewing against team guidelines, if further assistance is determined
Successful candidates will possess strong oral, written and interpersonal communication skills in English, 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, business driven team-oriented demeanor, 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, effective listening and growth mindset to service a diverse employee population, commitment to continual process improvement.
