HR Service Specialist — Payroll & Helpdesk (AMER)

IHG Hotels & Resorts; Baguio; Hybrid; PHP 3,448,000 - 4,702,000; Full time

Benefits offered by this job

Hotel room discounts

Recharge days

Volunteering days

Wellbeing program

Job summary

IHG Hotels & Resorts is seeking an HR Shared Services professional to serve as the first point of contact for colleagues and managers across the AMER region. You will handle HR inquiries by phone, email, and Oracle Helpdesk, delivering accurate guidance on policies and employee lifecycles.

You will document cases, escalate when needed, and uphold SLAs and data integrity. The role supports US payroll processes, collaborates with payroll teams, and assists with Workforce Management inquiries,

Qualifications

• Experience in HR Shared Services, HR Operations or Payroll.
• Must understand US payroll processes and UKG/WFM inquiries.

Responsibilities

• Serve as first point of contact for HR inquiries across the AMER region via telephone, email, and Oracle Helpdesk.
• Provide accurate guidance on HR policies, processes, and employee lifecycle activities.
• Resolve inquiries using knowledge articles and established protocols at first contact where possible.
• Ensure follow‑up, ownership, and escalation until issues are resolved.
• Meet SLAs and maintain high customer satisfaction and accurate case records.

Skills

Customer service mindset

Multitasking

Communication skills

Problem solving

Education

High School Diploma

Tools

Oracle HCM

UKG Workforce Management

Oracle Helpdesk

Microsoft Office

Timekeeping systems

Job description

IHG Hotels & Resorts is seeking an HR Shared Services professional to serve as the first point of contact for colleagues and managers across the AMER region. You will handle HR inquiries by phone, email, and Oracle Helpdesk, delivering accurate guidance on policies and employee lifecycles.

You will document cases, escalate when needed, and uphold SLAs and data integrity. The role supports US payroll processes, collaborates with payroll teams, and assists with Workforce Management inquiries,