EY-GDS- HR Generalist - Senior

EY; Ciudad de México; On-site; MXN 350,000 - 520,000; Full time

Job summary

EY is seeking a People Consulting - HR Generalist to deliver Global HR Service Delivery across the employee lifecycle. This role supports Tier 2 queries, manages HR transactions, and contributes to HR transformation, process design, and workflow optimization.

The role partners with HR stakeholders to ensure accurate, timely service, drives self-service adoption, and supports AI-enabled content while maintaining a human-centric, compliant approach.

Responsibilities

• Manage end-to-end employee lifecycle activities, including hire, job changes, leave of absence, and termination.
• Actively drive deflection of Tier 1 queries to self-service and AI-enabled front door solutions, improving efficiency and employee experience.
• Resolve Tier 2 employee and manager queries across multiple channels, including calls, video, ServiceNow, HR portal, and email.
• Execute HR transactions in systems such as Workday and ServiceNow with high accuracy and timeliness.
• Govern and generate HR documentation, leveraging standardized templates and, in the future, AI-enabled document creation capabilities to improve speed, accuracy, and employee experience.
• Act as a human-in-the-loop reviewer for AI-generated content, ensuring accuracy, compliance, tone, and alignment with policy.
• Apply global HR standards consistently across lifecycle activities, ensuring governance, compliance, and local regulatory alignment.
• Enable and guide people leaders to navigate core HR processes using standardized guidance, self-service channels, and AI-enabled support, ensuring alignment with global standards while applying appropriate judgement for complex or sensitive cases.

Job description

People Consulting - HR Generalist

At EY, we're all in to shape your future with confidence.

We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY's strategy by ensuring effective support to EY's growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

About the role

The HR Generalist plays a key role in delivering Global HR Service Delivery through seamless, high-quality support across the employee lifecycle.

This role combines end-to-end HR operations execution, process knowledge, and digital enablement to deliver a human-centric, compliant, and efficient employee experience.

Working within a clustered HR model supporting both assigned areas and broader team demand, the HR Generalist supports Tier 2 queries, manages HR transactions, and actively contributes to HR transformation, process design, and workflow optimization.

The role partners closely with other HR stakeholders to ensure accurate, timely, and seamless service delivery, while leveraging digital HR tools, automation, and AI-enabled content to continuously improve how work gets done.

Role focus: Operational excellence, employee experience, digital enablement, governance, and continuous improvement across the employee lifecycle.

HR Operations & Employee Lifecycle Management

• Manage end-to-end employee lifecycle activities, including hire, job changes, leave of absence, and termination.
• Actively drive deflection of Tier 1 queries to self-service and AI-enabled front door solutions, improving efficiency and employee experience.
• Resolve Tier 2 employee and manager queries across multiple channels, including calls, video, ServiceNow, HR portal, and email.
• Execute HR transactions in systems such as Workday and ServiceNow with high accuracy and timeliness.
• Govern and generate HR documentation, leveraging standardized templates and, in the future, AI-enabled document creation capabilities to improve speed, accuracy, and employee experience.
• Act as a human-in-the-loop reviewer for AI-generated content, ensuring accuracy, compliance, tone, and alignment with policy.
• Apply global HR standards consistently across lifecycle activities, ensuring governance, compliance, and local regulatory alignment.
• Enable and guide people leaders to navigate core HR processes using standardized guidance, self-service channels, and AI-enabled support, ensuring alignment with global standards while applying appropriate judgement for complex or sensitive cases.

Employee Experience & Service Excellence

• Deliver a human-centric experience, balancing digital solutions with personal interaction.
• Provide direct employee and people leader support across channels, including phone and video, ensuring complex or sensitive matters are handled with empathy and professionalism.
• Provide a seamless, consistent experience across all employee and manager interactions.
• Champion a culture of exceptional service, empathy, and responsiveness across People Solutions.
• Ensure a consistent and high-quality experience across the employee journey, from onboarding through exit.