Specialist, HR Direct - North America

The Position

Join a dynamic and fast-paced HR Direct team where you will play a key role in delivering high-quality HR services to the North America region. As an HR Direct Specialist, you will be at the forefront of delivering exceptional HR support—empowering employees and HR partners through timely solutions, expert guidance, and a customer-centric approach.

This role offers an exciting opportunity to grow your career, contribute to continuous improvement, and collaborate with a diverse, global team committed to service excellence.

Duties & Responsibilities

• Serve as the first point of contact for HR-related inquiries and requests for the North America region across multiple channels (phone, email, ticketing systems, and self-service platforms).
• Analyze process- and system-related issues, resolving them independently or escalating to appropriate Tier 2 or support teams based on defined responsibilities.
• Investigate, analyze, and resolve employee inquiries, ensuring accurate and timely closure or proper routing of cases.
• Ensure compliance with standard operating procedures (SOPs), data privacy, and internal policies in all transactions.
• Maintain and continuously update knowledge base articles, process documentation, and operational guidelines.
• Support continuous improvement initiatives, reporting requirements, end-user training, and other ad hoc team deliverables.

About Our Future Employee

• A bachelor’s degree in any field or equivalent relevant experience
• Has at least 3 years of experience in an HR administrative or shared services environment.
• Has experience with HR systems and tools, particularly SAP SuccessFactors and ticketing platforms.
• Demonstrates strong English communication skills, both written and verbal.
• Brings a customer-focused mindset with strong problem-solving and issue resolution capabilities.
• Works effectively both independently and as part of a team in a fast-paced environment.
• Experience in a contact center or shared services setting is an advantage.
• Possesses strong presentation and facilitation skills for training delivery.

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