Tier 3 HR Operations Specialist

Job Posting Organization:
The organization is the International Rescue Committee (IRC), which was established in 193

• The IRC is dedicated to helping people affected by humanitarian crises to survive, recover, and rebuild their lives. With a mission to restore dignity and hope to those in need, the IRC operates in over 40 countries and has a workforce of more than 14,000 employees. The organization focuses on various sectors, including health, education, economic wellbeing, and protection, and aims to empower individuals and communities to achieve self-sufficiency and resilience.

Job Overview:
As a Tier 3 HR Operations Specialist, you will play a critical role in managing complex HR-related issues and ensuring the efficient operation of HR processes across the organization. This position requires a deep understanding of HR policies, payroll, and compliance regulations, as well as expertise in managing HR operations. You will be responsible for maintaining standard operating procedures (SOPs), driving process improvements, and handling escalated issues related to timesheets, payroll, and system-related challenges. Your role will also involve providing ongoing training for the team and global HR Operations roles, ensuring that all team members are equipped to handle complex cases effectively. The IRC supports HR operations in 26 countries in a shell record capacity and 17 countries for the full employee life cycle, making this a truly global HR Operations function.

Duties and Responsibilities:

• Transaction Processing: Handle complex HR transactions involving system impacts, such as payroll discrepancies, timesheet issues, and data integrity errors.
• Problem Resolution: Investigate and resolve complex HR issues, including system errors, data discrepancies, and payroll-related concerns. Collaborate with IT and HRIS teams to troubleshoot and resolve system-related challenges.
• Cross-Functional Collaboration/Coordination: Work closely with cross-functional teams such as HRIS, Payroll, Compensation, and IT to resolve larger-scale issues and manage HR system enhancements or upgrades.
• Process Improvement: Lead process improvement initiatives to enhance efficiency, accuracy, and compliance of HR operations. Develop and implement corrective actions based on the analysis of recurring issues. Collaborate with Senior Business Analysts on projects aimed at streamlining processes, improving efficiency, and ensuring data accuracy.
• Training and Investigations: Oversee training initiatives for Tier 1 and Tier 2 teams, ensuring they are equipped to handle escalated and complex cases. Deliver training to HR Operations teams across other departments and global locations to promote consistency in HR processes and system usage. Investigate and resolve systemic payroll errors, collaborating with the Payroll team to identify root causes.
• Time Management and Payroll Expertise: Serve as the subject matter expert on time management and payroll issues, particularly complex scenarios that require deep system knowledge and cross-functional coordination.
• ServiceNow Management: Manage and resolve complex HR-related requests in ServiceNow, ensuring a high level of customer service and timely resolution of escalated tickets.
• Policy Knowledge and SOP Management: Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency in HR operations across all tiers. Ensure that all policies and procedures are up to date and compliant with internal standards and external regulations.
• Support and Employee Connection: Act as the primary point of contact for high-level, escalated HR issues from employees and managers, offering solutions and ensuring timely resolution. 1
• Audit Request: Manage and respond to complex audit-related requests, including detailed documentation reviews, data reconciliations, and coordination with internal stakeholders to ensure compliance with regulatory and organizational standards. 1
• Business Analyst: Provide assistance to the Business Analyst team during periods of high workload, ensuring continuity in analysis, reporting, and project support as needed.

Required Qualifications:

• Work Experience: 4+ years of experience in HR operations, with expertise in Workday and complex HR systems.
• Strong analytical, problem-solving, and project management skills.
• Deep understanding of HR policies, payroll, and compliance regulations.
• Experience in managing HR operations and leading process improvements.
• Ability to mentor and train junior staff.
• Strong communication skills and attention to detail.
• Ability to manage confidential information.
• Demonstrated Skills and Competencies: Proficiency with Microsoft Office Suite. Excellent interpersonal skills. Strong judgment, sensitivity, creativity in addressing changing needs and situations. Exceptional organizational skills with a keen eye for detail and the ability to prioritize effectively. Proven ability to handle stressful issues and collaborate courteously and professionally with all levels of the organization. Comfortable working in a fast-paced environment and managing multiple projects simultaneously.

Educational Background:
A bachelor's degree in Human Resources, Business Administration, or a related field is typically required for this position. Advanced degrees or certifications in HR management or related areas may be preferred or considered an asset.

Experience:
The position requires a minimum of 4 years of relevant experience in HR operations, particularly in managing complex HR systems and processes. Candidates should have a proven track record of leading process improvements and handling escalated HR issues effectively.

Languages:
Fluency in English is mandatory, and proficiency in Spanish or other languages may be considered an asset, especially given the global nature of the organization and its operations in multiple countries.

Additional Notes:
This position offers a flexible working environment, with the option to work remotely 2-3 days a week. The role is full-time and may involve occasional travel to support HR operations in various locations. The IRC is committed to maintaining a diverse and inclusive workplace and encourages applications from individuals of all backgrounds.