Specialist People Solutions Center

Job Title:

Specialist, People Solutions Center

Job Description:

Serve as backup support for NA Supervisors, enhancing team coverage. Focus on securing compliance for high-risk U.S. processes, ensuring alignment with regulations. Act as a subject matter expert to drive excellence and consistency across operations. Report directly to me.

Job Description

Job Title: US Subject Matter Expert (SME)

Function: People Solutions Center (PSC)

Scope: United States Compliance & Programs

Location: PSC Operations (US‑facing support)

Role Summary

The US Subject Matter Expert (SME) serves as the functional authority and escalation owner for compliance‑critical United States People Solutions processes, including US Benefits, US Accommodations, Form I‑9 Compliance, US Unemployment, and US Work Authorization.

This role is responsible for ensuring accurate interpretation of policy and regulation, consistent application of best practices, operational governance, and advisor enablement across PSC teams.

The departments supporting these processes operate under the oversight of Sarah Ording, and this role partners closely with leaders within her organization to ensure alignment, visibility, and risk management across all in‑scope functions.

Key Responsibilities

Functional & Process Ownership

Act as the primary subject matter expert for:US BenefitsUS Accommodations (medical and religious)Form I‑9 employment eligibility complianceUS Unemployment claim supportUS Work Authorization guidanceProvide authoritative interpretation of policy, regulations, and internal standards across all supported processesEnsure consistent execution of processes across PSC teams
Compliance & Governance

Own, maintain, and periodically review SOPs and knowledge base documentation to ensure:AccuracyCompliance alignmentOperational claritySupport internal audits, compliance reviews, and quality assessmentsIdentify and proactively address compliance risks or gapsPartner closely with PSC leadership within Sarah Ording’s organization to support governance and risk mitigation efforts
Escalation Management

Serve as the final point of escalation for complex and high‑risk casesResolve escalations within established service level expectationsIdentify escalation trends and recommend process or training improvementsReduce dependency on supervisory escalation paths through proactive guidance

Advisor Enablement & Support

Provide real‑time guidance and consultation to PSC advisors and case coordinatorsServe as a trusted resource for supervisors and leaders on complex case interpretationSupport improved first‑contact resolution and decision accuracyEnable consistent application of best practices across teams

Training & Knowledge Management

Develop and deliver onboarding support for new hires supporting US processesDeliver refresher training to close knowledge gaps and address emerging trendsSimplify and organize knowledge base content to improve usability and accessibilitySupport continuous capability uplift across PSC teams

Success Measures (KPIs)

100% of escalations resolved within defined SLAsSustained First Contact Resolution (FCR) of ≥ 95%100% compliance with SOP review and governance cadenceMeasurable improvement in QA outcomes following training interventionsReduced supervisor dependency for technical decision‑making

Experience

Required Qualifications

2–3 years of demonstrated experience supporting US HR or People Solutions processes, preferably in a centralized service or shared services modelStrong working knowledge of US compliance‑driven HR processes, including eligibility, accommodations, benefits, or related functionsExperience handling complex escalations, compliance‑sensitive cases, or audit support

Skills & Competencies

Advanced analytical and critical‑thinking skillsStrong written and verbal communication skillsAbility to interpret and apply policy consistentlyProven ability to coach, educate, and influence peers and leadersHigh attention to detail and documentation accuracy

Preferred Qualifications

Bachelor's degree in human resources or a related fieldPrevious SME, Senior Advisor, or Specialist experience within PSC or a comparable environmentExperience supporting healthcare, insurance, or regulated employee programsFamiliarity with compliance and quality assurance standards in US HR operationsBachelor's degree in human resources or a related field