Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.
**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.
**The Role**:
The People Services & Solution People Connect Lead provides seamless customer experience for Moody's employees on specialized and escalated inquiries, as well as necessary support to various HR projects and other service improvement activities. The People Connect Lead will provide thoughtful and informative responses to employees, and stakeholders while mentoring and collaborating with the operational team. This role supports inquiries across all aspects of the employee lifecycle, using their specialized knowledge in areas such as employee relations, benefits, compensation, immigration, mobility, talent acquisition, and other People related functional areas. The People Connect Lead will be involved in any quality assurance initiatives, such as reviewing cases, analyzing inquiry load, and tracking knowledge content usage and accuracy. This role reports directly to the Operations Manager.
**Responsibilities**:
- Provide guidance to employees on specialized and escalated cases, tracking all cases through
- ServiceNow, in a timely and thoughtful manner
- Provide necessary SME support to global process improvement projects including process analysis, design and overall execution
- Partner with key stakeholders and colleagues across People function to support various project teams, respond to audit enquiries, and perform lead role on relevant work streams
- Support a diverse range of specialized employee cases when raised within time zone - identifying the appropriate parties to notify, where applicable
- Initiate and support actions aiming to improve quality, quantity, speed, efficiency of People services
- Utilize specialized knowledge across several COE areas
- Stay up to date and continue to expand specialized knowledge and area of expertise
- Act as champion to promote customer-centric thinking and behavior
- Leverage a deep knowledge in one or more of the key specialty areas, including employee relations, benefits, compensation, immigration, mobility, talent acquisition, and other People related functional areas to respond to employee cases
- Process, verify and maintain documentation relating to all aspects of the employee lifecycle
- Actively interact with multiple departments to resolve employee inquires, investigate, and resolve escalated specialized inquires
- Administer HR processes and procedures with close attention to confidentiality, timeliness, People Services & Solutions standards, and privacy
- Uphold People Services & Solutions policies, procedures, and work instructions, including meeting operational standards and maintaining employee satisfaction
- Establish strong working relationships across the People Services & Solutions Hub global and regional teams to understand business requirements, support the use of ServiceNow, further incorporate technology, and continually improve People processes
- Adhere to all service level agreements and organizational effectiveness measurements
- Perform ad hoc tasks as assigned by leadership team
**Qualifications**:
- Bachelor's degree or equivalent
- 3- 5 years of experience in HR or another related field
- Experience within SuccessFactors and ServiceNow
- Working knowledge of general HR practices and (region) regulatory guidelines
- Ability to form trusted partnerships across all levels of the global organization
- Strong written, oral and interpersonal communication skills in English (English required)
- Passion for data combing and analysis to build effective processes that delivers exceptional user experience for teammates
- Specialized knowledge within employee relations, benefits, compensation, immigration, mobility, talent acquisition, or other HR functional topics
- Understanding of end-to-end user experience within HR processes
- Strong familiarity with data problem-solving and trend spotting with a human-centered mindset
- 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**:
- Bi-lingual capability (English and other language) preferred
- Demonstrated ability to facilitate large, cross-functional teams through solution of complex business problems using a variety of techniques and approaches
- Knowledge and understanding of Lean, Agile, Design Thinking, Six Sigma methodologies
LI-Hibryd
Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employme