October 17, 2024

CWT

Escazú

HR Advisor

HR Advisor
- (240000F2)

CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.

In Human Resources, our credo is people + culture = performance. We understand the importance of attracting and retaining the best possible talent, and we do that by providing a positive workplace culture in which all our employees are empowered to wow our customer. Our HR function is made up the following areas:

Employee Experience

Employee & Labor Relations

Employee Communications

Compensation & Benefits

Employee Services

HR Business Partners

Position overview

The HR Advisor will be responsible for responding to employee queries within agreed SLA’s/ timelines and processing in HR systems. This role is an entry point into the HR Operations organization and provides the foundational experiences and services to specified areas of remit.

Position Description

Respond to needs arising via phone and live chat to resolve open ticket inquiries

Receiving and answering questions related to individual or group benefits, entitlements, beneficiary/dependent information

Personal information data correction (bank details, national Identifier Information, etc)

Performance assessment, probation review, compensation and benefits records

Administer HR processes and transactions including hiring, employee documentation, and benefits administration.

Process background checks and verifications

o Initiate background verification for new hires and partner with 3rd party vendors and Talent Acquisition teams
o Respond to background verification requests from other organizations
o Reply to requests for documents/ certificates e.g. Service Certificate/ Certificate of Employment, Salary Certificate, etc.

Provide support for employee and manager queries, relating to the inquiries of the following nature:

o Individual or group benefits, entitlements, beneficiary/ dependent information

o Organizational chart in HR Connect

o Personal information data correction (Bank details, national identifier information, etc.)

o Performance assessment, probation review, Compensation & Benefits records

o HR Policies e.g. Exit process, hiring and onboarding processes, transfers, global movements, leave policy, maternity/ paternity policy, etc.

o UID creation or duplicity

o Update work/ assignment information in HR Connect; etc.

For matters requiring specific or complex subject matter knowledge - involve Senior HR Specialists or COE Specialists

o Escalate to Tier 2 in accordance with guidelines
o Ensure the assignment of the task is tracked to completion and resolution

As a member of the HR Service Center provide outstanding customer service to all internal (and external) customers including any 3rd parties

o Deliver services (both transactional and support) from the Portfolio of Services to internal customers (managers and employees) within agreed service levels
o Educate customers to ensure, where possible, services are provided through e-channels and the HR Portal
o Maintain good ticket management by checking tickets in a daily basis and maintaining the metrics according to the SLA established by the operations.

#LI-Hybrid

Qualifications

Position Requirements

Experience & education:

Experience

o 1+ years of experience as HR Operations Associate / or customer service

o Relevant experience in an HR Operations role

o Bachelor’s degree or equivalent, Human Resources or Customer service preferred

Languages

o Ability to communicate effectively in Spanish, English, Portuguese (optional) both written and verbal
o Any other language based on regional requirements

Knowledge, skills, and abilities (KSAs)

o Skills
§ Problem solving
§ Client focus and customer service orientation
§ Drive for results and influencing others
§ Change management
§ Presentation skills: Clear communicator and active listener
§ Empathy
§ Attention to detail
§ Improve continuously both processes and content
§ Take responsibility
§ Build Strong Relationships
§ MS Office proficiency
§ Ability to maintain highly confidential and sensitive information
§ HR Software systems: ability to learn an HRIS software system

CWT is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to Talent Acquisiton Americas@mycwt.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.

Primary Location

Escazu

Work Arrangement

Hybrid

Employment type

Standard

Job Family

Employee Services

Scope

Regional

Travel

Shift