Description
About the Role & Team
The Employee Success (ES) team is a group of human resources (HR) professionals dedicated to building Salesforce and helping our employees do the best work of their lives. We attract and retain top talent by focusing on the design, development, and delivery of a world-class employee experience.
As a Senior People Specialist on our globally diverse APAC T2 team, you will be a key member of our People Services (Shared Services) function. You will leverage best practices and cutting-edge Salesforce technology to provide expert guidance and support to employees across various geographic locations. This role requires exceptional organizational skills, meticulous attention to detail, and a strong commitment to delivering outstanding customer support. The ideal candidate thrives in a dynamic, high-growth environment, can handle sensitive and confidential information with discretion, and is interested in gaining exposure to diverse HR disciplines.
Serve as a primary point of contact for front-line support including escalated cases from Tier 1/People Advisor team using our case management system
Provide proactive resolution and appropriate referral of employee-related questions.
Provide expert advice and guidance to employees and managers on HR policies, procedures, and company practices, actively promoting the company’s vision and values.
Identify opportunities to streamline processes, contribute to the development of best practices to enhance the employee experience and continuous improvement
Identify and implement continuous improvement initiatives using methodologies such as Six Sigma, Kaizen or Lean
Analyze data from the daily case management and its dashboard to provide insights and trends that can effectively and timely resolve employee concerns and make informed decisions for improving process in between Tiers
Develop and maintain reporting dashboards tailored for senior leadership to provide actionable insights
Analyze data trends and present findings to support informed decision making
Partner and build strong relationships with other Centers of Excellence (COEs), Employee Success Business Partners (ESBPs), Payroll, Legal/Compliance and other relevant stakeholders to address employee inquiries and ensure seamless support.
Exercise independent sound judgment and expertise within broadly defined policies and practices.
Recognize and manage complex or sensitive cases while keeping managers or team leads aware. Escalate the issues when necessary.
Manage or actively participate in special projects and programs, both regional and global projects, that are assigned to People Specialist teams.
Utilize project management best practices and tools for tracking progress and mitigating risks
Maintain meticulous, timely, and compliant documentation for all process, SOW and PSO activities to ensure high-quality employee records and up-to-date controls.
Ensure all practices are compliant and secure, maintaining a high level of confidentiality with sensitive employee information in accordance with regulations.
Other duties or responsibility as required
Qualifications
A minimum of 4 years of experience in human resources, preferably within a fast-paced, high-growth technology company.
Bachelor’s degree is required
Prior experience working in a centralized HR or shared services function is preferred.
Prior experience as an HR Generalist is an added advantage
Experience with case management systems and Workday is preferred
Experience applying or implementing company policies and procedures
Certification in project management (e.g. PMP, PRINCE2) is preferred
Certification in process improvement (e.g. Six Sigma, Lean, Kaizen) is preferred
Has interest in AI and human/agent collaboration
Ability to manage high volume of employees cases
Ability to work independently with minimal supervision
Strong conflict resolution and problem-solving skills
Ability to work in a diverse work environment with ambiguity and multiple priorities
Ability to work effectively independently and in a team environment
Strong professional verbal and written communication