HRSC Specialist - 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

• Serve as a first point of contact for colleagues and managers across the AMER region by responding to HR inquiries received via telephone, email, and Oracle Helpdesk.
• Provide accurate, timely, and professional advice on a broad range of HR policies, processes, and employee lifecycle activities.
• Utilize knowledge agents and articles, process documentation, and established protocols to resolve inquiries at first contact wherever possible.
• Ensure appropriate follow‑up, case ownership, and escalation until issues are fully resolved.
• Meet agreed service level agreements (SLAs), quality standards, and customer satisfaction targets.
• Maintain detailed and accurate case records within Oracle Helpdesk.
• Maintain and update employee data within Oracle HCM in accordance with established standard operating procedures.
• Support employee lifecycle transactions including hires, transfers, promotions, organizational changes, and terminations.

Key Accountabilities:

HR Service Delivery & Employee Support

• Serve as a first point of contact for colleagues and managers across the AMER region by responding to HR inquiries received via telephone, email, and Oracle Helpdesk.
• Provide accurate, timely, and professional advice on a broad range of HR policies, processes, and employee lifecycle activities.
• Utilize knowledge agents and articles, process documentation, and established protocols to resolve inquiries at first contact wherever possible.
• Ensure appropriate follow‑up, case ownership, and escalation until issues are fully resolved.
• Meet agreed service level agreements (SLAs), quality standards, and customer satisfaction targets.
• Maintain detailed and accurate case records within Oracle Helpdesk.
• Maintain and update employee data within Oracle HCM in accordance with established standard operating procedures.
• Support employee lifecycle transactions including hires, transfers, promotions, organizational changes, and terminations.

Payroll and Timekeeping Support

• Provide first‑level support for US payroll inquiries, answering basic questions relating to payroll processes, pay statements, deductions, tax forms, direct deposit, and payroll schedules.
• Liaise with payroll teams to resolve payroll‑related issues and escalations.
• Support payroll processing activities by gathering information, validating data, and completing required administrative tasks.
• Provide guidance and support for Workforce Management inquiries, including:
• Timecard and attendance questions
• Scheduling inquiries
• Absence and leave recording
• Clocking and time entry issues
• System navigation and basic troubleshooting
• Forecasting support and basic troubleshooting
• Support for standard report access and generation
• Escalate complex payroll and workforce management issues to appropriate specialist teams when required.

Administration, Compliance and Continuous Improvement

• Produce HR letters, reports, and transactional outputs in line with processes and SLAs.
• Maintain process documentation, knowledge articles, and work instructions.
• Complete administrative activities accurately and on time.
• Support HR technology, process improvement, testing, and implementation activities.
• Ensure compliance with company policies, data privacy requirements, and employment legislation.
• Maintain confidentiality of sensitive employee and business information.
• Contribute to continuous improvement and a culture of operational excellence, accountability, and customer service.

Required Education, Experience, Technical Skills and Knowledge:

Education:

• High School Diploma or equivalent combination of education and work‑related experience

Critical Expertise And Experience

• Experience working in HR Shared Services, HR Operations or Payroll
• Good understanding of US payroll processes, with experience supporting payroll activities
• Good understanding of UKG Workforce Management processes, with experience in supporting UKG related inquiries
• Familiarity with employee lifecycle processes, HR administration activities, and global or regional HR operations.
• Strong customer service mindset with a focus on delivering a positive employee experience.
• Ability to manage multiple priorities, meet deadlines, follow protocols, and deliver against service level agreements.
• Experience handling confidential and sensitive employee information appropriately.

Technical Skills And Knowledge

• Experience using HR systems such as Oracle HCM, UKG Workforce Management, Oracle Helpdesk, or similar case management platforms.
• Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and email.
• Strong written and verbal communication skills, with the ability to convey information clearly to internal and external customers.
• Excellent organizational skills, attention to detail, and ability to maintain accurate records.
• Ability to analyze basic data, track and retrieve information, identify inconsistencies, and support reporting requirements.
• Strong problem‑solving skills to resolve issues, answer questions, maintain workflow, and support operational reporting.

Work Arrangement

• Graveyard Shift following AMER Region time zone.

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.

Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.