Employee Experience Specialist (US)

PM Consulting; Quezon City; On-site; PHP 700,000 - 900,000; Full time

Job summary

PM Consulting is seeking an Employee Experience Specialist in the Philippines to support delivery of a positive employee experience. You will handle HR inquiries, manage cases, and ensure processes align with U.S. employment practices.

The role serves as a primary HR contact, collaborating with various HR teams and maintaining confidential employee data while improving service quality.

Qualifications

• Bachelor’s degree in HR, Business Admin, Psychology, or related field.
• 3+ years in HR Operations, Employee Experience, or HR Shared Services.
• Strong knowledge of U.S. employment practices and HR compliance.
• Experience handling employee cases via a case management or ticketing system.
• Experience supporting U.S.-based employees is preferred.
• Experience in HR service delivery or shared services is an asset.

Responsibilities

• Serve as a primary point of contact for HR inquiries and concerns.
• Manage and resolve employee cases through HR service delivery and ticketing processes.
• Provide guidance on HR policies, procedures, and processes.
• Handle inquiries related to employment changes, HR docs, benefits, leave, payroll, and other HR matters.
• Ensure cases are documented, tracked, and resolved within SLAs.
• Escalate complex or sensitive concerns to HR stakeholders.
• Maintain accurate employee records and case documentation in HR systems.
• Support the consistent application of HR policies and processes.
• Ensure HR services align with U.S. employment practices and requirements.
• Identify recurring concerns and suggest process improvements.
• Develop and maintain HR process docs and employee materials.
• Collaborate with HR Partners, People Ops, Talent Acquisition, Payroll, Benefits, and others.

Skills

HR Operations

Employee Experience

HR Shared Services

Employee Relations

Case management

Education

Bachelor's degree in HR

Job description

The Employee Experience Specialist supports the delivery of a positive and consistent employee experience by providing timely HR support, managing employee cases, and addressing HR-related inquiries and concerns.

The role serves as a key point of contact for employees and stakeholders, helping ensure HR processes are delivered efficiently and in accordance with company policies and applicable U.S. employment practices.

Key Responsibilities

• Serve as a primary point of contact for employees regarding HR-related inquiries and concerns.
• Manage and resolve employee cases through established HR service delivery and ticketing processes.
• Provide guidance and support on HR policies, procedures, and employee-related processes.
• Handle employee inquiries related to employment changes, HR documentation, benefits, leave, payroll, and other HR matters as applicable.
• Ensure employee cases are properly documented, tracked, and resolved within established service-level expectations.
• Escalate complex or sensitive employee concerns to the appropriate HR stakeholders when necessary.
• Maintain accurate employee records and case documentation within HR systems.
• Support the consistent application of HR policies and processes.
• Ensure HR services and employee interactions comply with applicable U.S. employment practices and requirements.
• Identify recurring employee concerns and recommend opportunities for process or service improvements.
• Develop and maintain HR process documentation, knowledge resources, and employee-facing materials.
• Collaborate with HR Business Partners, People Operations, Talent Acquisition, Payroll, Benefits, and other teams to resolve employee concerns.
• Participate in continuous improvement initiatives aimed at enhancing the employee experience.
• Maintain confidentiality when handling sensitive employee and employment information.

Qualifications

• Bachelor’s degree in Human Resources, Business Administration, Psychology, or a related field preferred.
• 3+ years of experience in HR Operations, Employee Experience, HR Shared Services, Employee Relations, or a related HR function.
• Strong knowledge of U.S. employment practices and HR compliance requirements.
• Experience handling employee cases and HR inquiries through a case management or ticketing system.
• Experience supporting U.S.-based employees or HR operations is preferred.
• Experience in HR service delivery or a shared services environment is an advantage.
• Strong documentation and process management skills.