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HR Case Specialist - Americas

12:31:00 PM
The HR Case Specialist is responsible for analyzing and resolving complex queries from line managers, employees, former employees and HR Business Partners. This involves answering inquiries and requests for service and tracking progress within designated case management system. Accuracy and quality of responses are key as well as the ability to manage the customer’s expectations and provide an exemplary experience end to end.
Working hours are 2 pm - 11 pm


Purpose of Role


  • Resolves complex issues from beginning to resolution in a timely manner, including queries relating to Rewards (pension, DELTIP, compensation, benefits, programs), Executives (Joiner, Leaver, Benefits, Comp), Payroll/Data Integrity. 
  • Communicates results to customers by providing details and background information as it relates to their inquiry/case 
  • Leverages insights and looks for opportunities to raise suggested changes to processes and ways of working
  • Documents complex query scenarios as a tool for best practice sharing and point of reference

Top 3-5 accountabilities


  • Ensures defined deliverables and service targets (SLA’s) are met as they relate to the handling and processing of incoming queries 
  • Proactively identifies and participates in the continuous improvement of case management ways of working (i.e.: process development, waste elimination) 
  • Manages the customer’s expectations by providing context and further action while keeping them engaged throughout the end to end process. Responds to queries in a timely and efficient manner with a high degree of customer service

Key Criteria to be successful in this role

  • Understanding of and passion for delivering an excellent customer experience 
  • Ability to simultaneously manage various ongoing and complex assignments 
  • Understands and has an appreciation of how processes, data and systems interrelate and identify potential risk and issues as well as resolve problems 
  • Demonstrates the ability to both collaborate with and influence key stakeholders in the business and within the Service Center 
  • Ability to understand issues/problems within the business and how to apply a consistent solution

Qualifications and experience preferred

  • Undergraduate degree 
  • 3-5 years HR and/or customer service experience, preferably in the areas of rewards, data, employee lifecycle, query resolution. 
  • Ability to identify and deliver continuous improvement initiatives/problem solver 
  • Superb customer service skills 
  • Excellent written and verbal communication skills 
  • Strong team player 
  • Great relationship building skills 
  • Commitment to deliver in a challenging and demanding environment

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