Location: Guadalajara SSC, Mexico

Reports to: Manager, HR Employee Services and Lifecycle

The Employee Services and Lifecycle Analyst will be responsible of providing customer service (to internal employees for HR-related processes through inquiry management and resolution. Research solutions and escalate complex inquiries to appropriate parties as needed. Manage HR data and transactional processing.

Key Deliverables:

• Serve as first point of contact for HR customer inquiries via various intake channels such as phone and chat.
• Utilize knowledge management and case management systems to address, track and resolve HR customer inquiries within Service Level Agreements.
• Escalate unresolved HR customer inquiries, retiree inquiries and requests.
• Process data changes in HR systems.
• Process org management transactions.
• Administer and process new hire information.
• Audit system/data.
• Conduct research related to specific inquiries.
• Execute compliance-related activities.
• Understand available standard reports to support customers.

Knowledge, Skills, and Requirements:

• University Degree or equivalent experience in a related field.
• 1-2 years customer service experience, ideally in a service center.
• Advanced English level (written and verbal) and Advanced Portugues (written and verbal) is a must.
• Overall familiarity with HR policies and practices is a plus.
• Proven time management skills, and a strong sense of urgency.
• Ability to quickly comprehend requirements and carry out transactions in accordance with set standards.
• Ability to establish effective professional working relationships.
• Problem-solving skills and a customer service orientation.
• Ideal to have ability to run reports and interpret data to conduct analysis.
• Consistent exercise of judgment and escalation as necessary to resolve problems.
• Strong work ethic, integrity, and personal accountability.
• Proficient use of applicable technology and MS Office.

• Strong communication and interpersonal skills and a collaborative team spirit.

  We are an equal opportunity employer and value diversity at our company. Ingredion seeks to provide a work environment that is free from harassment and discrimination. We will not tolerate any form of discrimination based on race, color, religion, age, gender, gender identity, gender expression, national origin, ancestry, handicap or disability—mental or physical—marital status, sexual orientation, veteran status, disability resulting from military service, or any other classification protected by law (“protected classifications”). We are committed to establishing and maintaining a work environment where everyone is treated with dignity and respect.

Relocation Available:

No