Specialist, People Solutions Center – US SME

About the role

Serve as the US Subject Matter Expert for the People Solutions Center, providing backup support for North America supervisors and ensuring compliance for high‑risk US HR processes such as benefits, accommodations, Form I‑9, unemployment and work authorization. The role reports directly to the manager and acts as the escalation owner for complex cases.

Key responsibilities

• Act as the primary SME 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 defined SLAs and identifying trends for process improvement.
• Provide real‑time guidance to PSC advisors and case coordinators, supporting first‑contact resolution and decision accuracy.
• Develop and deliver onboarding and refresher training for new hires and existing staff supporting US processes.
• Partner with PSC leadership to support governance, risk mitigation and audit readiness.

Required profile

• 2–3 years of experience supporting US HR or People Solutions processes in a shared‑services environment.
• Strong working knowledge of US compliance‑driven HR processes such as eligibility, accommodations, benefits, and related functions.
• Advanced analytical and critical‑thinking skills with high attention to detail and documentation accuracy.
• Excellent written and verbal communication skills and ability to coach and influence peers and leaders.
• Bachelor's degree in Human Resources or a related field.