Job Overview

TE's HR Services teams provide direct support to employees, other HR groups and management as part of a centralized function to handle a variety of HR-related transactions. They receive and respond to requests concerning HR policies/programs, appropriately routes requests from employees to others for additional information and may respond to practices inquiries via online resources and/or telephone. The team also processes various paper and electronic forms related to documenting HR activities such as new-hire onboarding, change-of-status, benefits, termination of employment, etc. 

Key responsibilities include:

•    Managing the transactions required to complete the hire process of LATAM TE employees.

•    Receives queries via telephone and case management ticketing system.

•    Conducts necessary classification, manages inquiries in case management system, documents and maintains accurate records and transfers inquiries to other parties within HR Services or outside of HR Services (HRBP/HRSP, COEs) as required.

•    Maintains and ensures all tickets, workflows and queries are addressed based on customer service level agreement (SLA)

•    Identifies and escalates priority issues and routes to appropriate team for quick resolution.

•    Partners with HR Services global regional teams as appropriate on cross regional activities and projects.

•    Diagnoses problems and coordinate resolution across stakeholders, including HRBP/HRSP, COEs and others.

•    Follows up on inquiries to ensure timely and accurate response and resolution to all requests  

•    Solves problems that are unstructured and that may require conceptual critical thinking.

•    Provides solutions to inquiries that are often non-standard/non-routine and require some clarification and deep thinking.

•    Identifies and implements continuous process improvements to enhance service delivery.

•    Utilizes the knowledge base to assist with transactions and customer inquiry resolution.

•    Works with Content Management team to develop and update desktop procedures, scripts, FAQs, job aids to ensure a consistent experience for customers.

•    Adheres to HR Services metrics as determined by HR Services Leadership.

•    Ensures all activities are carried out as per the standard operating procedures (SOPs) of HR Services.  

•    Ensures compliance with all relevant quality and statutory policies, procedures, and controls in the region

•    to guarantee employee adherence and legislative compliance. 

What your background should look like:

• Bachelor’s degree preferred (or equivalent).
• Fluent level of English (Excellent oral and written communication skills).
• Ability to communicate effectively to a variety of audiences.
• Please submit your resume in English
• Detail oriented and results driven.
• Self-learner mindset and curious.
• Ability to manage priorities against tight deadlines.
• Effective problem-solving skills.
• Strong customer service orientation.
• Proficient with MS Office, especially with Excel (Dynamic Tables)
• Familiarity with SharePoint or other Knowledge Management System

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Location: Hermosillo, Sonora.

Competencies