People Experience Support

Macquarie Global Services; Houston (TX); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Wellbeing leave day

Parental leave (20 weeks)

Volunteer leave

Insurance benefits

401(k)

Hybrid/flexible work

Work-from-home equipment reimbursement

Job summary

Macquarie is seeking a People Experience professional to deliver high-quality People and Culture support and service excellence across the organization. You will be the primary contact for employee inquiries, guiding policies and processes while supporting onboarding, data management, and reporting.

You will partner with regional and global teams to ensure prompt case resolution, strong service delivery, and continuous improvement, contributing to an inclusive culture and audit-ready processes.

Qualifications

• Proven experience delivering People and Culture operational transformation and service transitions, ideally within a shared services environment.
• Strong working knowledge of end-to-end People and Culture processes and operational risk.
• Demonstrated ability to deliver transformation in a live service environment.
• Strong stakeholder management, influencing, and change leadership skills

Responsibilities

• Act as the primary contact for employee queries across email, phone, chat, and case management systems, delivering timely resolutions in line with SLAs.
• Provide guidance on people policies and employment guidelines; triage complex matters and escalate to specialists when needed.
• Support onboarding, transfers, probation, performance processes, and maintain employee data, reporting, and ad hoc analysis.
• Ensure systems and documentation are accurate, audit-ready, and contribute to user acceptance testing and enhancements.

Skills

People & Culture operations

Service transformation

Stakeholder management

Change leadership

Job description

As part of the People Experience team, you will play a key role in delivering high-quality People and Culture support and service excellence to our employees and People & Culture Business Partners across the organization. You will serve as a primary contact point for employee enquiries, provide accurate advice on People and Culture policies and processes, and support operational activities that enable a consistent, efficient, and empathetic customer experience.

In this role, you will partner closely with Business Partnering teams and People Product teams in region and across the globe to ensure business priorities are managed, prompt case resolution, strong service delivery, and continuous improvement. You will contribute to building a collaborative culture, enhancing process consistency, and ensuring our people feel supported throughout their employee lifecycle.

We are a global financial services group operating in 30 markets with 57 years of unbroken profitability. At Macquarie, you're empowered to shape a career that is fulfilling and creates value. You will bring your insights and expertise to the task at hand and feel supported as you make your own kind of impact for a better future.

What role will you play?

As a key player on the team, you will act as the primary contact for employee queries across email, phone, chat, and case management systems, delivering timely and accurate resolutions in line with service level agreements. You will provide guidance on people policies and employment guidelines, triage complex matters, and elevate cases to the appropriate specialist teams when required. Maintaining high standards of customer care, confidentiality, and professionalism will be central to every interaction.

You will support the accuracy and compliance of employee lifecycle activities, including onboarding, transfers, probation, and performance processes. You will prepare and maintain employee data, reporting, and ad hoc analysis to support People and Culture Partners and broader business initiatives. You will also ensure systems and documentation remain accurate, consistent, and audit ready, while contributing to user acceptance testing and enhancements across people technology and processes.

Working closely with colleagues across People and Culture Shared Services, you will identify process improvements, address recurring issues, and recommend solutions that enhance the employee experience and reduce risk. You will contribute to knowledge management activities, maintain effective standard operating procedures, and support initiatives that strengthen capability, improve service delivery, and drive operational excellence. You will also help foster an inclusive team culture by sharing knowledge, providing peer support, and coaching more junior team members, including assisting with urgent in time zone case management escalations where appropriate.

What you offer

• Proven experience delivering People and Culture operational transformation and service transitions, ideally within a shared services environment
• Strong working knowledge of end-to-end People and Culture processes and operational risk
• Demonstrated ability to deliver transformation in a live service environment
• Strong stakeholder management, influencing, and change leadership skills

What we offer

At Macquarie, you're empowered to shape a career that's rewarding in all the ways that matter most to you. Macquarie employees can access a wide range of benefits which, depending on eligibility criteria, include:

• 1 wellbeing leave day per year and a minimum of 25 days of annual leave
• 20 weeks' paid parental leave for primary caregivers along with 12 days of paid transition leave upon return to work and 6 weeks' paid leave for secondary caregivers
• 2 days of paid volunteer leave and donation matching
• Benefits and initiatives to support your physical, mental and financial wellbeing such as medical, prescription drug, dental, and vision insurance; health savings account and dependent day care savings account; life insurance, disability, and other insurance plans; 401(k) and short/long term disability
• Access to our Employee Assistance Program, a robust behavioural health network with counselling and coaching services
• Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
• Recognition and service awards
• Hybrid and flexible working arrangements, dependent on role
• Reimbursement for work from home equipment

About Financial Management, People and Engagement

Financial Management, People and Engagement (FPE) provides a single interface for Macquarie's businesses across key areas of people, strategy, communications and financial management. Comprising two pillars - Financial Management, and People and Engagement - it is responsible for managing the Group's financial, tax and treasury activities and strategic priorities, fostering our culture through people and community engagement strategies, and engaging with stakeholders to protect and promote Macquarie's reputation globally.

Inclusion at Macquarie

We are committed to providing an inclusive environment for all, where different experiences, skills and perspectives are valued and respected. Macquarie provides access to opportunities for all individuals regardless of race, colour, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, gender identity or any other characteristic or circumstance.

We provide reasonable accommodation to individuals who may need support during the recruitment process and employment. If you require an accommodation, please let us know during the application process.