The Consultant, Employee Care reports to the Senior Manager, Employee Care, and acts as the process lead for the Advisor, Employee Care team. This role provides daily support and leadership, ensuring effective HR service delivery across the organization. Additionally, the Consultant handles case management, escalations, and supports the team in delivering high-quality HR services.

The Consultant reviews the team performance metrics, identifies trends and forecasts future performance delivery. Collaborates closely with Employee Care Sr. Manager, local and global teams, and stakeholders across various geographies to standardize, digitize and improve processes.

This role is also responsible for managing quality assurance, conducting case management assessments and feedback meetings, creating and maintaining the team’s knowledge base.

The Consultant also coaches team members on areas of improvement, coordinates training sessions to enhance case management skills, and ensures compliance with legal, statutory, and local business requirements.

What Would You Do For Us

Provide day-to-day support to team members, leading weekly team meetings.
Monitors the HR Employee Care Performance Metrics, identifies trends, correlates with other data and information, and forecasts future performance delivery.
Identify, assess, and manage improvement opportunities within the team, implement Quality Assurance processes, and conduct monthly assessments and feedback meetings.
Partner closely with Employee Care Sr. Manager, local and global teams, and stakeholders across geographies.
Manage case escalation, monitor cases, and follow up with customers to address service gaps or problems.
Improve service efficiency and effectiveness by standardizing, digitizing, and developing processes.
Support the team on, changes, and implementation of new/evolution of processes and policies.
Maintain the team's knowledge base, ensuring job aids and SOPs are up-to-date and available.
Coach team members on identified areas of improvement, focusing on knowledge gaps and customer service orientation to meet and exceed customer satisfaction goals.
Coordinate training sessions for HR Employee Care Advisors, including onboarding, ongoing, and refresher training.
Ensure all HR Employee Care processes comply with legal, statutory, and local business requirements within agreed SLAs.
Oversee the Data Subject request processes, manage demanding cases, cooperate with DPO, Legal, and ER teams, and report DSRs to relevant stakeholders.
Promote and upgrade service improvements by standardizing and enhancing processes, methods, and the knowledge base.
Provide first-hand analysis in reports, surveys, and calls to support process enhancements.

Technical Skills Required

Proficiency in HR Information Systems (HRIS), such as Workday or SAP.
Exposed and has good firsthand experience with Advanced AI and Case Management technologies.
Strong knowledge of Quality Assurance processes and practices.
Advanced data analysis skills (e.g., Excel, PowerBi).
Excellent verbal and written communication skills.
Expertise in process improvement tools and methodologies (e.g., Lean, Six Sigma).
Ability to develop and deliver training programs.

General Requirements

Bachelor’s degree in Human Resources, Business Administration, or a related field.
5+ years of experience in HR management or customer service roles, with a focus on process improvement and quality assurance.
Proven experience in leading and supporting HR teams.
Experience in project management and stakeholder engagement.
Background in conducting training and coaching sessions for team members.
Open to Shifting Schedule

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Consultant, Employee Care