Job description

The People Team’s mission is to power Moody’s growth with exceptional talent developed through impactful
insights, processes, and experiences in an inclusive community where people want to come and stay.

Role/Responsibilities
The People Services & Solutions CR Hub Associate provides seamless customer experience for
Moody’s employees within the USA & LATAM region. The CR Hub Associate serves as the initial owner and resolution
provider for basic employee inquiries raised through ServiceNow. Reporting to the People Connect Manager, this role will work to meet all expected service level agreements, track and analyze cases and data analytics
tied to process, and provide thoughtful and informative responses to employees while supporting across all HR lifecycle processes.

Responsibilities:

Leverage knowledgebase to provide consistent and attentive customer service to Moody’s employees

Receive inbound inquires via multiple channels (web, chat, ServiceNow que), verifying the needs of
employees and assisting in resolution
Provide guidance to employees on basic inquires across all areas of the employee lifecycle, tracking all cases through ServiceNow, in a timely and thoughtful manner
Consult with transaction requesters to ensure details are verified and all appropriate approvals have been received, where applicable
Direct employees to the appropriate resources when needed
Escalate cases after reviewing against team guidelines, if further assistance is determined
Collect, compile, and analyze HR data, metrics, and statistics
Support prioritized employee cases when raised within the time zone
Review data and trouble shoot process and inquiry resolutions to improve quality, efficiency and employee experience
Act as an inclusive, employee centric, and support champion team member that embodies and
reflects Moody’s culture throughout workstream
Support operational work across the Moody’s People Team to drive efficient and consistent
processes
Remain informed with current and innovative People practices, improving effectiveness of HR
processes
Process, verify and maintain documentation relating to exit workforce and other aspects of the
employee life cycle
Follow defined case management procedures during the processing of employee cases while
maintaining confidentiality
Uphold Hub policies, procedures, and work instructions, including meeting operational standards and
maintaining employee satisfaction

Establish strong working relationships across operations global and regional teams to support
technology and HR processes
Perform other tasks as assigned by leadership team

 

Qualifications

Bachelor’s degree or equivalent
1-2 Years Human Resources, Customer Service or data related field
Bi-lingual capability (English and Spanish) preferred
Strong oral, written and interpersonal communication skills in English (English required)
Excellent customer service skills
Passion for building effective HR processes and data analysis that deliver exceptional user
experiences
Understanding of end-to-end user experience for HR processes
Ability to use existing procedures to solve routine or standard problems (problem solving skills)
Business driven team-oriented demeanor (ability to work within a Team)
Ability to prioritize, work collaboratively, and thrive in a fast-paced environment adapting to new
technologies when needed
Sound judgement and discretion with sensitive information, escalating when appropriate
Effective listening and growth mindset to service a diverse employee population
Commitment to continual process improvement
Preferred:
Experience within SAP, SuccessFactors and ServiceNow
Familiarity with customer service tools, system and methodologies
Experience managing Shared Service Center operations tasks
Experience managing Onboarding and internal transfers is preferred