People Shared Services Representative, Support II

Zebra Technologies Corporation; Ciudad de México; Hybrid; MXN 300,000 - 420,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Summer Flex Fridays

Focus Fridays

Annual well-being day

Job summary

Zebra Technologies Corporation in Mexico City is seeking a People Service Center Representative II to serve as the first point of contact for employees on HR policies and programs. You will manage inquiries, maintain knowledge of processes, and collaborate with regional teams to resolve issues using tools like Workday and ServiceNow.

The role requires a HS diploma and at least 2 years in a customer or employee-facing environment, plus strong English and communication skills.

Qualifications

• Requires a HS diploma or GED and 2+ years in a customer or employee-facing environment.
• Associate or bachelor’s degree preferred for this role.
• Strong English communication skills and ability to interact professionally with employees.

Responsibilities

• Serves as first point of contact for employee questions on HR policies and processes.
• Maintains knowledge of People Team processes and answers inquiries.
• Manages inquiries through the People Team Service Center case system and documents resolutions.
• Escalates unresolved issues and partners with regional COEs to resolve inquiries.
• Uses HR systems (ServiceNow, Workday, ADP, Oracle Cloud) to answer questions.
• Identifies opportunities to improve policies and procedures with Senior Team members.
• Creates and maintains employee records and supports onboarding processes.
• Provides rewards administration support for certain benefits programs.
• Prepares payroll data for required pay frequencies and supports internal/external audits.
• Ensures content consistency across internal tools (zConnect, ZEN, SharePoint, Workday).
• Performs other duties as assigned.

Skills

Customer service

Communication skills

English proficiency

Team player

Problem solving

Time management

Education

HS diploma or GED

Associate or bachelor’s degree preferred

Tools

ServiceNow

ADP

Workday

Oracle Cloud

Degreed

SharePoint

Job description

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer's and partner's needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about-locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:

The People Service Center Representative II is responsible for providing answers to employees by using excellent, in- depth knowledge of company benefits, HR policies, procedures and programs as well as communicating effectively with team members within the People Service Center.

Job Description Summary

• Serves as a first point-of-contact for former employees' questions on People Team (HR) policies and/or processes
• Creates, updates, and maintains working knowledge of People Team (HR) processes to answer customers' questions
• Receives, manages, documents and resolves inquiries from employees through the People Team Service Center case management system
• Provides timely and accurate information to employees by clarifying issues, researching answers, and escalating unresolved problems
• Works closely with the regional COE's to resolve employee inquiries
• Utilizes the different HR systems such as Service Now ADP, Workday Oracle Cloud, Degreed to answer employee questions
• Pro-actively identifies opportunities for processes, policies and procedures improvements and engage with Senior People Team Service Members to drive the appropriate changes
• Creates, updates, and maintains employee records (both manually and electronically), acting as a 'system administrator'
• Responsible for managing onboarding process
• Provides rewards administration support for some company benefits programs.
• Accurate and timely employee payroll data preparation for the required pay frequency (i.e. weekly, bi-weekly, monthly)
• Provides internal / external audit support, e.g. collection and preparation of supporting documents
• Drives consistent content management across the People Team (HR) Function on the various internal tools (e.g. zConnect, ZEN, SharePoint, Workday, etc.)
• Performs all work in accordance with established People Service Center standards
• Performs related work as assigned

Must work a hybrid schedule (3 days in office/2 remote) from Mexico City, Mexico.

Minimum Qualifications:

• Requires a HS diploma or GED
• 2+ years of previous experience in a customer or employee facing environment

Preferred Skills and Competencies:

• Associate or bachelor's degree
• HR or HR Shared Services experience
• Workday experience highly preferred
• Team Player
• High English language proficiency required
• Excellent verbal and written communication skills
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
• Must posses a professional and friendly attitude and be able to develop a rapport with employees via email, over the phone and in person
• Able to independently execute an action plan following documented policies and procedures
• Able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Ability to assess employee issues and apply appropriate procedure, policy or define appropriate escalation points
• Ability to learn and navigate new software quickly

Benefits:

We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.