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The People Services HR Advisor (HRA) is a member of the Human Resources organization and is the primary contact, after myBMS, for our workforce, providing front office HR services and professional support to the business and our Employees.
The HR Advisor
• Consults regarding the inquiry, works through options with the customer, and coaches through resolution.
• Uses discretion, sound judgement and makes decisions as appropriate in order to determine the best method of resolution.
• Provides employees and managers with guidance and support for workforce management, payroll, performance management, employee relations, total rewards programs, employee life cycle transaction activities and systems, and other HR processes and policy advice
Position is 100% on-site
Detailed Position Responsibilities
• Where Direct Access information was not sufficient, the HR Advisors provide the workforce with responses related their HR inquiry or guide them regarding the necessary HR transactions.
• Perform intake of HR inquiries via multiple channels including case systems, chat or telephony (for urgent matters).
• Use discretion and sound judgement to select the best method of resolution.
• Provide employees, managers, and HRBPs with policy and process advice, (i.e. ways of working, small org design, etc.), work through options with the customer, and coach through resolution.
• Have an excellent understanding of market-specific employment legislation and offer advice on how this applies to various situations for our workforce and processes. They ensure accurate policy representation in interconnected systems/processes and directly contribute to develop end-to-end processes which support HR operations.
• Guide employees and managers to available resources relevant to the Region and any applicable Global policies (i.e

toolkits, SOPs, process details or training materials) as appropriate, providing detailed explanation when necessary.
• Triage inquiry to ensure full understanding and engage appropriate functional HR teams as appropriate to drive resolution of customer needs which require deep specialized support beyond the HR generalist knowledge
• Directly participate in enhancement and improvement of the myBMS content/FAQs and Local Work Instructions (LWIs) based on the feedback received via case resolution in collaboration with functional teams, COE or HRBPs
• Provide high touch customer service that meets expected service levels and business performance goals.
• Champion direct access processes by using change management skills to influence Managers and Employees.
• Support HRBPs and the wider HR function with transactional and operational activities.
• Participate in various cross functional and cross regional HR projects.
• Ensure proper documentation of inquiries, root cause, and resolutions. Investigate root cause of customer survey results and propose solutions to resolve issues or simplify processes to improve overall HR service provided to our workforce.
• Collaborate with all functional teams to enable People Service to collectively achieve Turn-Around-Time (TAT) and First Level Resolution (FLR) goals.
• Identify and report case or product trends to the management team and Senior HRAs, working collaboratively with them or other HR functional teams to improve the HR service we provide to our workforce.
• Provide feedback on customer issues and the knowledgebase.
• Work collaboratively within the HR team to share ideas, ownership, and accountability for driving improvements and consistency of execution for key HR processes across regions and functional areas.
• Liaise with third party vendors as applicable to resolve customer inquiries.
• Participate in scheduled and ad-hoc training or other learning opportunities to improve process acumen, applying the learnings to execution of the role and individual skills development as needed.
• Execute local regional specific tasks, such as translation support.
• Utilize various HCM to fulfill requests.
• Administer the rewards system to bulk process awards, extract reports, analyze information and apply corrections as needed.
Must have experiences:
• Bachelor's degree from an accredited university/college specialized in HR preferred
• Minimum of 2 years of human resources operational experience at generalist level
• General knowledge and understanding of HR policies, processes and Regional Employment Laws
• Have worked in a rapid, fast-moving environment, which is both complex and changing.
• Practical operational experience of HR processes, e.g., hire, payroll, rewards, performance, employee relations
• Ability to use sound judgment when assessing requirements to identify the right solution to meet business needs
• Demonstrated analytical abilities, attention to detail and the ability to successfully manage multiple competing tasks and priorities
• Ability to present written or verbally, complex information in a clear and structured way to various stakeholders, such as employees, HR partners, management groups, business leaders
• Demonstrated continuous improvement mindset
• Highly computer literate with knowledge of HR systems and processes
• Language requirements beyond English: Spanish, Portuguese or French required