HR Generalist - Front Office

MANN+HUMMEL; Santiago de Querétaro; Presencial; MXN 30,000 - 60,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Front Office Associate to support HR operations across the U.S. and Mexico. This role involves providing expert guidance on HR-related inquiries, ensuring a positive experience through effective case management, and continuously enhancing the HR Knowledge Base. Ideal candidates will have a strong customer service orientation, excellent communication skills, and the ability to work collaboratively in a diverse environment. Join a dynamic team committed to improving HR processes and supporting employees effectively.

Formación

• 1-3 years of experience as an HR Generalist.
• In-depth expertise in HR operations and customer service.

Responsabilidades

• Advise employees on HR issues and manage inquiries through ServiceNow.
• Update the HR Knowledge Base and participate in improvement projects.

Conocimientos

HR Generalist Experience

Customer Service Orientation

Problem-Solving Skills

Communication Skills (English C1)

Interpersonal Skills

Herramientas

ServiceNow (SNOW)

Descripción del empleo

Role Summary

The Front Office Associate – H2R plays a key role in supporting employees and managers across the U.S. and Mexico by providing expert guidance on HR-related matters. This position is responsible for addressing inquiries related to HR systems, ensuring timely resolution of issues, and contributing to the ongoing enhancement of the HR Knowledge Base.

Main Tasks

1. Advise employees and managers on general HR issues and user questions about our HR Systems (e.g., SF EC - Employee Central, Country/Location topics).
2. Ensure a positive enabling experience, primarily through SNOW (ServiceNow) Case management.
3. Provide system and telephone advice.
4. Gather information from users, analyze issues, and take necessary steps to resolve them within the first contact (first response rate).
5. Update and promote the Knowledge Base based on collected issues to improve Tier 0 support.
6. For issues outside your area of responsibility, gather additional information and escalate cases to the next Tier level.
7. Collect and analyze common issues by clusters and collaborate with different functions for continuous improvement and development.
8. Participate in continuous improvement workshops and projects.
9. Develop specialization in a specific HR Operations area over time, gaining deep understanding in a focus area such as SF EC.

Your Profile

• 1-3 years of experience as an HR Generalist.
• In-depth expertise in a defined HR operations area.
• Strong customer service orientation with a proactive, solutions-focused mindset.
• Experience supporting both white-collar and blue-collar employees.
• Excellent verbal and written communication skills, with a minimum English proficiency of C1.
• Additional language skills are a strong asset.
• Ability to work effectively with international teams across diverse cultural environments.
• Proven ability to resolve complex issues independently and efficiently.
• Strong interpersonal, professional, and social skills, with a collaborative and approachable attitude.