As a
People Partner, Associate II
within People & Culture (P&C), you will play a key role in improving employee support and service delivery. This role suits passionate individuals dedicated to using modern technology to transform P&C functions and employee experiences!
- Customer Service Excellence & Communication
- Process Execution & Case Management Discipline
- Digital & Continuous Improvement Mindset (AI-Enabled)
About the Role: What You'll Do
- Deliver outstanding customer support when responding to P&C questions from employees, P&C business partners, and managers through various intake channels including email, chat, phone, and AI-powered service platforms.
- Resolve inquiries accurately and timely by accessing knowledge guides and information in multiple HR systems, including chatbot and AI-assisted knowledge tools where applicable.
- Support your assigned region, working within the relevant shift pattern and hours to provide support to your stakeholders accordingly.
- Apply a case tool to capture all inquiries, customer information, case data, and updates. Communicate the resolution to the requestor or bring up more complex issues to the appropriate team.
- Process transactions by collecting required information from the employee, manager, or P&C or equivalent experience.
- Effectively communicate P&C policies and programs while explaining sophisticated subjects in a clear and user-friendly way.
- Manage workload efficiently to fulfill commitments in accordance with established service level agreements (SLAs).
- Update the conversation and resolution provided on the helpdesk tool.
- Support adoption and day-to-day use of AI-powered service tools and chatbot solutions to improve response quality, consistency, and speed.
- Identify common inquiry themes and contribute to chatbot content, knowledge articles, and response templates to improve self-service and reduce repetitive cases.
- Review AI- or chatbot-generated responses for accuracy, tone, compliance, and appropriateness before or after delivery, as required by process.
- Partner with internal teams to flag gaps, trends, and improvement opportunities in knowledge content, chatbot workflows, and employee support journeys.
- Use data and reporting insights to help optimize service delivery, employee experience, and digital support channels.
- Ensure the careful and appropriate use of AI tools while safeguarding sensitive and confidential employee information.
What We're Looking For
- 6+ months of experience operating within a P&C Tier 1 customer care environment
- Bachelor’s Degree in HR, IT, Business, or related field or equivalent work experience.
- Excellent verbal and written communications in English.
- Prior experience working in an HR contact center/shared service or operations environment supporting inquiries and transactions across multiple HR or P&C functions is preferred.
- A sincere enthusiasm for assisting an HR or People & Culture operations team.
- Enthusiasm for providing high-quality customer service, combined with adaptability and flexibility.
- Ability to multitask and work effectively and efficiently, delivering high-quality work in a fast-paced, changing work environment.
- Ability to appropriately handle employee information that is both confidential and sensitive.
- Works under general direction; must be able to work independently.
- Ability to apply knowledge guide materials in performing research and answering inquiries.
- Expertise working with digital tools, HR systems, and technology-enabled support platforms, including chat and AI-assisted tools.
- Interest in investigating and adopting new technologies including AI, automation, and chatbots to improve employee support and operational efficiency.
- Excellent judgment to validate information, identify when a blocking issue arises, and ensure AI-supported outputs meet policy, quality, and compliance standards.
- Experience giving to knowledge management, chatbot content, service improvement, or process optimization is a plus.
Compensation Philosophy
We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.
Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.
Specific details about compensation and benefits for this position will be discussed during the recruitment process.
