The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world’s largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you’re a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Overview:

As a Tier 3 HR Operations Specialist, you will manage the most complex HR-related issues and oversee the efficient operation of HR processes across the team. You will be responsible for maintaining standard operating procedures (SOPs), driving process improvements, handling escalated issues related to timesheets, payroll, and system-related issues, and ensuring ongoing training for the team and global HR Operations roles.

Our team currently supports 26 countries in a shell record capacity, and 17 countries for the full employee life cycle, so you will be part of a truly global HR Operations function.

Major Responsibilities: T ransaction Processing

Handle complex HR transactions involving system impacts, such as payroll discrepancies, timesheet issues, and data integrity errors.

Problem Resolution

Investigate and resolve complex HR issues, including system errors, data discrepancies, and payroll-related concerns.

Collaborate with IT and HRIS teams to troubleshoot and resolve system-related challenges.

Cross-Functional Collaboration/Coordination

Work closely with cross-functional teams such as HRIS, Payroll, Compensation, and IT to resolve larger-scale issues and manage HR system enhancements or upgrades.

Process Improvement

Lead process improvement initiatives to enhance efficiency, accuracy, and compliance of HR operations.

Develop and implement corrective actions based on the analysis of recurring issues.

Collaborate with Senior Business Analysts on projects aimed at streamlining processes, improving efficiency, and ensuring data accuracy.

Training and Investigations

Oversee training initiatives for Tier 1 and Tier 2 teams, ensuring they are equipped to handle escalated and complex cases.

Deliver training to HR Operations teams across other departments and global locations to promote consistency in HR processes and system usage.

Investigate and resolve systemic payroll errors, collaborating with the Payroll team to identify root causes.

Time Management and Payroll Expertise

Serve as the subject matter expert on time management and payroll issues, particularly complex scenarios that require deep system knowledge and cross-functional coordination.

ServiceNow Management

Manage and resolve complex HR-related requests in ServiceNow, ensuring a high level of customer service and timely resolution of escalated tickets.

Policy Knowledge and SOP Management

Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency in HR operations across all tiers.

Ensure that all policies and procedures are up to date and compliant with internal standards and external regulations.

Support and Employee Connection

Act as the primary point of contact for high-level, escalated HR issues from employees and managers, offering solutions and ensuring timely resolution.

Audit request

Manage and respond to complex audit-related requests, including detailed documentation reviews, data reconciliations, and coordination with internal stakeholders to ensure compliance with regulatory and organizational standards.

Business Analyst

Provide assistance to the Business Analyst team during periods of high workload, ensuring continuity in analysis, reporting, and project support as needed.

Job Requirements:

Work Experience

4+ years of experience in HR operations, with expertise in Workday and complex HR systems.

Strong analytical, problem-solving, and project management skills.

Fully bilingual – English and Spanish

Deep understanding of HR policies, payroll, and compliance regulations.

Experience in managing HR operations and leading process improvements.

Ability to mentor and train junior staff.

Strong communication skills and attention to detail.

Ability to manage confidential information.

Demonstrated Skills and Competencies

Proficiency with Microsoft Office Suite.

Excellent interpersonal skills.

Strong judgment, sensitivity, creativity in addressing changing needs and situations.

Exceptional organizational skills with a keen eye for detail and the ability to prioritize effectively. Proven ability to handle stressful issues and collaborate courteously and professionally with all levels of the organization.

Comfortable working in a fast-paced environment and managing multiple projects simultaneously.

Working Environment:

Working environment of an office with the option of working remotely 2-3 days a week

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct . These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

IRC et les employes de IRC doivent adherer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont lIntegrite, le Service, et la Responsabilite. En conformite avec ces valeurs, IRC opere et fait respecter les politiques sur la protection des beneficiaires contre lexploitation et les abus, la protection de lenfant, le harcelement sur les lieux de travail, lintegrite financiere, et les represailles.

PROFESSIONAL STANDARDS

All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way – Standards for Professional Conduct . Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding , Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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