Senior HR Operations Specialist

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Address escalated Tier 1 cases that require advanced policy interpretation, exception handling, cross-functional collaboration, historical transaction or employee record examination, and high-level judgment.

• Oversee intricate issues related to payroll, benefits, leave and absence, HR data, and associated processes.

• Take ownership of cases from start to finish, ensuring accurate resolutions, timely follow-ups, and clear communication.

• Implement complex HR transactions within Oracle, ServiceNow, or similar core systems.

• Investigate and resolve data integrity issues across various systems and processes.

• Develop, generate, and analyze both standard and ad hoc reports.

• Determine the root causes of recurring errors, system deficiencies, and manual workarounds.

• Ensure adherence to compliance controls, policies, and audit standards.

• Collaborate with HR Technology and HR Transformation & Operations to test and refine system or process modifications.

• Coordinate Tier 2 cases among Payroll, Total Rewards, Employee Relations, Legal, Centers of Excellence, HR Technology, and HR Business Partners.

• Establish resolution expectations and next steps with employees and managers.

• Minimize re-escalation, repeated contacts, and case recycling.

• Identify systemic issues through analysis of case trends, escalations, and rework.

• Propose and assist in workflow simplification, automation, self-service, process stabilization, redesign, and continuous improvement efforts.

• Enhance Tier 1 knowledge articles, standard operating procedures, decision frameworks, escalation criteria, and guidance for recurring issues.

• Handle complex and sensitive interactions while upholding confidentiality, data privacy, professionalism, empathy, and adherence to policies.

⛳️ Requirements

• A Bachelor’s degree in Human Resources, Business, or a related field (or equivalent experience).

• 3–6 years of experience in HR operations, shared services, payroll, benefits, HR systems, or complex case management within a process-driven environment.

• Proficient experience with HR systems such as Oracle, ServiceNow, Workday, or similar platforms.

• Proven ability to manage and resolve complex, cross-functional issues.

• Strong analytical thinking and written communication capabilities.

• Capable of communicating clearly and effectively in English, both verbally and in writing.

• Competent in operating effectively in ambiguous or exception-based situations.

• Strong operational judgment and structured problem-solving skills.

• Ability to identify root causes and implement sustainable solutions.

• Comfortable collaborating across teams, systems, and processes.

• A continuous improvement mindset with a focus on simplification and scalability.

• Ability to balance employee experience with consistency, controls, and compliance.

🏝️ Benefits

• [Insert specific benefits here]

• [Insert additional benefits if applicable]