People Services Specialist

Facebook | São Paulo, Brazil

Posted Date 2/25/2019
Description The LATAM People Operations team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Leading with care and empathy, we develop efficient and simple people processes, systems, policies, and programs. We deliver data that is useful and accurate to create People-related strategies across the business. We manage people knowledge and build project management capability across our company. Our work also ensures Facebook remains protected and compliant. We strive to ensure employees feel heard and given the resources and support they need during the most important moments during their careers.

RESPONSIBILITIES

  • Owner of key HR processes, managing onsite vendor team resources in the completion of business as usual process activities ensuring best in class quality and performance delivered (including leaves & exits processes)

  • Manage the completion of sensitive HR processes end to end

  • Manage the resolution of complex / exception / escalation cases

  • identifying and driving next steps, managing stakeholder communications and ensuring timely completion of cases to the satisfaction of customers and partner groups

  • Manage inbound employee inquiries, identify needs, process necessary transactions in Workday, Salesforce and other systems, and escalate issues or re-assign inquiry, as required

  • conducting outbound calls or emails for issue resolution and follow-up, if required

  • Maintain a commitment to our service level agreements (SLAs) around responsiveness and customer satisfaction

  • Maintain detailed and accurate documentation for each case and our processes

  • Play a key role of a liaison between the global people services team and the regional hub

  • Act as point of contact for vendors, including the coordination and transfer of data to providers, auditors, and consultants

  • regularly communicate with vendors

  • Complete regular data quality reviews and audits

  • Identify and drive process improvement initiatives to make positive impact on process performance and global alignment

  • working in collaboration w/ global and outsourced teams

  • Plan and execute change management activities to ensure process changes are correctly implemented, measured and maintained across the region

  • Manage team intake process for new work - providing critical thinking to assess suitability of work, develop and manage roadmaps and manage transition process

  • Drive priority team initiatives to build LATAM People Services team for scale

MINIMUM QUALIFICATIONS

  • BA/BS in Business, HR, Operations, or related field

  • 5+ years of experience working with employees / HR processes or consulting experience

PREFERRED QUALIFICATIONS

  • Exceptional customer service skills

  • Comfortable working through ambiguity and uncertainty in a fast paced, ever-changing work environment

  • Demonstrated capabilities owning and driving processes and improvement projects with minimal direction

  • Self-starter and fast learner requiring minimal direction on a day to day basis.

  • Excellent communication skills and ability to handle sensitive matters with tact and diplomacy

  • Demonstrated problem-solving and critical thinking skills

  • Strong Excel skills including the ability to create pivot reports, vlookups, and charts/graphs partnered with excellent analytical and problem solving skills

  • Strong attention to detail and accuracy, and ability to multi-task & manage competing priorities

  • Ability to work across various levels of the organization, while building trust and fostering collaboration

  • Ability to work in a team environment to achieve goals

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