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HR Support Associate
hace 3 semanas
The People Services & Solutions Americas Hub is seeking a highly skilled HR Support Associate to provide exceptional customer experience for Moody's employees within the Americas. This role will serve as the initial owner and resolution provider for basic employee inquiries raised through ServiceNow.
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
- Perform other tasks as assigned by leadership team
