People Operations Programs Specialist (Remote)

The People Operations Team at Jazz is a team of curious, continuously learning problem-solvers with a passion for creating a superb employee experience. The team works harmoniously together, with other HR functions and with customers to provide frictionless processes. They live a continuous improvement culture and utilize data and analytics to drive decisions and improve team performance. They are role models of digital dexterity and embrace technology, automation and knowledge management.

The People Programs Specialist will report to the People Operations Hub Leader for either North America or EUR/INT. This role is responsible for high value service delivery to Jazz managers and employees through the hub. They act as a generalist to solve employee issues across a variety of HR functional areas but will also hold a critical role specializing in administering and managing Employee Programs such as Immigration, DEIB, and Employee Listening (not exhaustive).

Generalist Responsibilities

• Provide general HR information, answer questions, and resolve any emerging problems employees might face with accuracy and efficiency

• Maintain a positive, empathetic, and professional attitude towards customers always by responding promptly, listening, and ensuring follow up if needed

• Maintain a strong level of general HR knowledge regarding the AskHR platform, service catalogue and escalation process for more complex queries

• Work together with others within the team, openly share knowledge and create a continuous learning environment for all, being open to acquire new knowledge and expand breadth of competencies

• Provide accurate, valid, and complete ticket tracking and information using the methods and tools provided

• Meet or exceed productivity targets and service level agreements and address process or knowledge issues if numbers decline, seeking help to improve

• Work collaboratively within the team and the HR function to deliver effective and joined-up support to managers and employees

• Participate in projects related to HR transformation, continuous improvement or company-wide growth or evolution

• Ensure all HR policies and processes comply with employment laws and regulations

• Act as a point of contact to legal and COE's in updating compliance related changes to policies and/or processes

Specialty Responsibilities

Employee Program Management:

• Take a proactive role in supporting the success of HR priorities and initiatives, ensuring they are effectively integrated and rolled out

• Oversee the end-to-end management of HR programs, ensuring efficiency, effectiveness, and continuous improvement

• Emphasize Jazz's HR programs adaptability by regularly reviewing and adjusting processes to meet evolving organizational needs, streamlining feedback collection and implementing enhancements to optimize overall HR service delivery

• Champion employee advocacy and listening by acting as a specialist in understanding and addressing employee needs, fostering a supportive and responsive HR environment

Required Knowledge, Skills, and Abilities

Competencies required in the following areas:

General

• Positive attitude about the role and being a team player

• Patient, empathetic and passionately communicative

• Customer advocacy

• Natural drive to problem-solve

• Understanding or willingness to learn about both HR and Jazz business acumen

• Thrives in environment with strong collaboration and cross-functional relationship building

• Employee experience mindset

• Natural aptitude for digital dexterity and continuous learning

• Data minded and driven by fact-based information to drive improvement and decision-making

• Ability to manage sensitive and confidential information with discretion and in accordance with all international privacy laws

Specialty

• Strong understanding of DEIB principles and best practices

Required/Preferred Education and Licenses

• Previous experience in customer service / HR operations preferred

• Level of knowledge and on-the-job experience that would enable solid performance in the role as defined

• Proficient in MS Office Tools (Word, Excel, PowerPoint, Teams)

• Workday prior experience preferred

• Previous experience in customer service / HR operations preferred

• Degree equivalent and/or relevant vocational qualification