The People Services & Solution Senior People Connect Associate provides seamless customer experience for Moody's employees on specialized and escalated inquiries.
The Senior Associate will provide thoughtful and informative responses to employees, 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.
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
- Support a diverse range of specialized employee cases when raised within time zone - identifying the appropriate parties to notify, where applicable
- Utilize specialized knowledge across several COE areas
- Stay up to date and continue to expand specialized knowledge and area of expertise
- Support queue and case management, supporting the regional team with case resolution, where appropriate
- 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
- Assist with the coordination of employee cases to ensure accurate tracking, routing, applicable escalation and resolution
- Act as an inclusive, employee centric, and supportive team member that embodies and reflects Moody's culture
- 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
- Guide new and existing employees through applicable HR processes procedures, laws, and standards
- 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 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
- Bachelor's degree or equivalent
- 3- 5 years of experience in HR or another related field
- Strong written communication skills in English (English required)
- Knowledge and understanding of Regional policy
- 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
- Demonstrates an understanding of end-to-end user experience within HR processes
- Strong familiarity with data problem-solving and trend spotting with a human-centered mindset
- Business driven team-oriented demeanor and a willingness to pitch in whenever needed
- Ability to prioritize, work collaboratively, and thrive in a fast-paced environment adapting to new technologies when needed
- Applies 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 SuccessFactors and ServiceNow
- Familiarity with problem-solving, consulting, spotting trends and human-centered design
- Business driven and team-oriented demeanor and willingness to pitch in whenever needed
- Ability to prioritize, work collaboratively, and thrive in a fast-paced environment with multiple stakeholders
- Effective listening and growth mindset
- Bi-lingual capability (English and other language) preferred
HR
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.
Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.