Specialist, People Solutions Center – US SME

About the role

The US Subject Matter Expert (SME) serves as the functional authority and escalation owner for compliance‑critical United States People Solutions processes, including US Benefits, US Accommodations, Form I‑9 compliance, US Unemployment, and US Work Authorization. The role reports directly to the manager and partners closely with PSC leadership to ensure alignment, visibility, and risk management.

Key responsibilities

• Act as the primary subject‑matter expert for US Benefits, Accommodations, Form I‑9, Unemployment, and Work Authorization, providing authoritative policy interpretation.
• Own, maintain, and periodically review SOPs and knowledge‑base documentation to ensure accuracy, compliance alignment, and operational clarity.
• Serve as the final escalation point for complex, high‑risk cases, resolving them within service‑level expectations and identifying trends for process improvement.
• Provide real‑time guidance to PSC advisors and case coordinators, supporting first‑contact resolution and consistent application of best practices.
• Develop and deliver onboarding and refresher training for new hires and existing staff, simplifying knowledge‑base content and driving continuous capability uplift.

Required profile

• 2–3 years of experience supporting US HR or People Solutions processes, preferably in a centralized or shared‑services model.
• Strong working knowledge of US compliance‑driven HR processes such as eligibility, accommodations, benefits, or related functions.
• Experience handling complex escalations, compliance‑sensitive cases, or providing audit support.
• Advanced analytical and critical‑thinking abilities with high attention to detail and documentation accuracy.