Senior HR Operations Specialist – Canada, U.S.

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

📋 Description

• Act as a senior point of contact for intricate and escalated HR inquiries through various channels (phone, email, chat) across the USA and Canada.

• Ensure high-quality resolution of cases by leveraging extensive knowledge of HR policies, programs, and systems.

• Track case trends and proactively seek opportunities for process or policy enhancements.

• Lead the operationalization, documentation, and ongoing improvement of MyHR processes.

• Collaborate with HRIS and IT teams to improve system functionality and enhance user experience.

• Promote automation and self-service capabilities by developing a comprehensive knowledge base.

• Work alongside HR Centers of Excellence (e.g., Total Rewards, Talent Acquisition, Employee Relations) to maintain alignment and consistency in service delivery.

• Serve as a liaison between Shared Services and regional HR teams to support local compliance and cultural considerations.

• Offer guidance and support for voluntary termination processes, ensuring compliance and a seamless offboarding experience for employees.

• Collaborate with leadership to analyze service delivery metrics and employee feedback to identify trends and propose actionable improvements.

• Oversee the onboarding and training of new team members and contribute to capability development within the team.

• Own and manage HR knowledge articles, ensuring they remain accurate, relevant, and easily accessible.

⛳️ Requirements

• Bachelor’s degree in Human Resources, Business Administration, or a related field; HR certification (e.g., CHRP, SHRM) is preferred.

• A minimum of 3 years of progressive experience in HR operations or shared services, preferably in a global or matrixed organization.

• Demonstrated ability to manage complex cases and implement process improvements.

• Strong analytical capabilities with experience in reporting tools and HRIS platforms (e.g., Workday, SAP).

• Exceptional communication and interpersonal skills with a focus on customer service.

• Capacity to lead initiatives, influence stakeholders, and manage competing priorities in a dynamic environment.

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Remote work options