Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.
**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.