Who are we?

Job Summary

Focused on delivering elite HR support to people leaders worldwide, the HR Services Specialist – Manager Helpdesk role contributes significantly to the mission of providing exceptional experiences tailored to the Manager Persona.

While not directly responsible for team management, the HR Services Specialist assumes increased responsibilities within the team, taking on a leadership role to enhance operational efficiency and contribute to the team's success.

Responsibilities

Lifecycle support

• Provide expert care support for standard as well as sophisticated, sensitive scenarios

• Advise and coach managers through different channels (tickets, chat, calls) on processes, policy, programs and employee relations in line with our values

• Understand end-to-end processes deeply and can easily assist in all steps of a multiple step process. Supports full region and global processes

• Resolve atypical issues and is likely to act as a resource and escalation point to others, utilizing knowledge to find the best solution to the employee's or manager’s query

• Partner with other HR teams and understand tradeoffs and when to escalate

• React quickly to HR Systems updates and ensure data accuracy, engagement in system UAT

• Provides standard reporting to HR stakeholders and line manager

Operational Excellence

• Understand and independently execute on SLA and KPI's and help distribute cases

• Contribute to Operational Excellence standards, serving as a role model and supporting team understanding and application.

• Participate in investigating trends, providing insights, and contributing to data-driven decision-making for performance improvement.

• Assist with and identifies maintenance of HRS knowledge library including replacement of translated content

• Understand, follow, and execute compliance requirements for reports and tasks for SOX, Employee Data Governance and other policy requirements

• Serve as first point of escalation or direction for operational process questions within the team and help ensure others are following WOW, SLAs, KPIs etc.

Continuous Improvement & Project Management

• Collaborate with partners to enhance processes and drive improvements within the team.

• Nurture a culture of continuous improvement, contributing to the team's growth and development

• Establish connections across functions to understand service needs and facilitate operational changes

• Participate in special projects for varying size, e.g. assisting in designing global solutions and facilitating process improvement initiatives and workshops

• Exhibit a high level of curiosity, growth mindset, and stay updated on the latest trends & technologies to contribute to "Finding a Better Way" and "Keep Growing."

Qualifications

• Solid HR Generalist experience (or similar role) is required, with a good understanding of performance management, disciplinary processes, grievances management and employee relations

• Experience in working in an international or global business organization is helpful

• Adaptable, flexible, pragmatic, and outcome-focused with the motivation to work in a fast-paced and high-reaching business unit

• Ability and drive to take initiative and ownership of projects and tasks

• Fluency in business English is essential, additional languages are a plus

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.