Own and resolve Tier 1 People Operations cases end-to-end, ensuring timely and accurate outcomes
Support moderately complex and repeatable queries across People Operations, payroll-related topics, and benefits support within defined scope
Apply strong triage and routing discipline to ensure work is handled at the right tier
Focus on solutions and service quality, not only responses
Handle escalations from administrators and professionals within the Shared Service Centre
Provide guidance on complex Tier 1 queries and recurring operational issues
Support consistent interpretation and application of processes, policies, and service pathways
Help reduce unnecessary escalations, rework, and dependency on individual expertise
Partner with in-country colleagues and regional stakeholders to capture local nuance and translate it into standardised service delivery
Support knowledge documentation, self-service improvements, and Tier 0 enablement
Use operational data and service insight to identify repeat demand, root causes, and improvement opportunities
Support implementation of process changes, system updates, and new service solutions across the region
Coach and guide colleagues to build stronger problem-solving capability within Tier 1

Experience in shared services, HR operations, People Operations, payroll support, or a related field
Experience working in high-volume, service-led environments with defined processes, service levels, and case management discipline
Good understanding of HR systems, workflows, employee lifecycle processes, and operational service delivery
Ability to interpret process guidance, policies, and regional requirements and translate them into practical support
Good communication skills in English, both written and spoken.

P&C Operations Specialist

Key skills