Resolve escalated cases from Tier 1 requiring advanced policy interpretation or exception handling
Manage complex issues across areas such as multi-step payroll corrections and retroactive adjustments, benefits escalations and vendor coordination, complex leave and absence cases
Own cases end-to-end, ensuring accuracy, timeliness, and clear communication
Serve as a trusted escalation point while minimizing unnecessary involvement of HRBPs and COEs
Execute complex HR transactions in core systems (e.g., Oracle, ServiceNow)
Analyze and resolve data integrity issues across systems and processes
Generate, create, and analyze standard and ad hoc reports
Identify root causes of recurring errors, system gaps, and manual workarounds
Ensure compliance with established controls, policies, and audit requirements
Partner with HR Tech and HRTO to test, validate, and refine system or process changes
Act as the primary owner of Tier 2 cases, coordinating across Payroll, Total Rewards, Employee Relations, Legal, COEs, HR Technology, and HRBPs
Set clear expectations with employees and managers regarding resolution timelines and next steps
Ensure issues are resolved effectively without re-escalation or 'recycling'
Escalate to Tier 3 or specialized teams only when appropriate, with complete context
Identify systemic issues through analysis of case trends, escalations, and rework, and recommend and support solutions

Bachelor’s degree in Human Resources, Business, or related field (or equivalent experience)
3–6 years of experience in HR operations, shared services, payroll, benefits, or HR systems, or complex case management in a process-driven or regulated environment
Strong experience with HR systems (e.g., Workday, ServiceNow, or similar platforms)
Demonstrated ability to manage and resolve complex, cross-functional issues
Strong analytical thinking and written communication skills
Ability to operate effectively in ambiguous or exception-based scenarios

Senior HR Operations Specialist

Key skills