**The Position** The HR Direct Specialist is responsible for ensuring that the high-level service delivery is maintained, including but not limited to correctness & on-time processing of requests, correctly answering inquiries from the target community (BI employees, BI HR professionals, legitimate third party verifiers of employment), providing guidance and end-user trainings, doing follow-ups, conducting service recovery when needed, correctly liaising HR cases to other support teams where necessary, resolving escalations, and collaborating with Tier 2 teams / Stakeholders. **Duties & Responsibilities:** + Acts as first point of contact for any HR related inquiries and delivers first line HR support independently & efficiently through the available channels (phone, email & self-service ticket). + Reviews all HR cases / tickets and regular emails that come through HR Direct and identifies which one to resolve within the HR Direct scope and which one is to be liaised to a different specialist team. + Works according to all relevant Standard Operating Procedures (SOPs), detailed work instructions, concepts, and way of working. Applies caution & precautionary measures / preventive actions on each work. + Conducts proper security verification and data privacy protection all the time. + Investigates, analyzes & conducts full research about the ticket / case, question, request, issue, escalation, error and resolves them correctly, timely & efficiently. + Effectively manages & prioritizes tasks & responsibilities in compliance to the Service Level Agreements (SLAs) and to ensure that the set target Key Performance Indicators (KPIs) are met consistently. + Creates & updates internal documentations, process guidelines, knowledge base articles, quick cards, and any other policies & procedures that HR Direct uses. + Collaborates with other support groups for process alignment, continuous improvement, and other operational / business related matters and touchpoints. **Requirements:** + 1-3 years experience in HR administrative function, preferably in HR Shared Services in a global set up and with customer service orientation. Experience in Contact Center is an advantage. + Good knowledge & experience in HR IT platforms, particularly SuccessFactors and MyServices. Good knowledge in reporting, HR analytics, advanced Excel and other technologies & systems is an advantage. + Good analytical & problem-solving skills, result / solution oriented, diligent / careful, meticulous / detail oriented, resourceful, pro-active, innovative, goal-oriented, team player, with hunger for improvements & developments. + Highly adaptable to a fast-paced environment with frequent changes. Resilient, agile, flexible, open to new ideas including Adhoc / additional tasks in line with business needs and personal & professional growth & development, embraces change, can take accountability and ownership. + Good presentation & facilitation skills, data gathering and preparation. + Any Bachelor’s Degree or equivalent experience All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.