• Respond to employee inquiries via phone, email, and chat in a professional and courteous manner. • Provide first contact information on HR policies, procedures, and programs. • Assist employees with HR-related issues, including benefits, payroll, and leave of absence. • Document and track inquiries and resolutions in the HR system. • Escalate complex issues to senior HR staff or other departments as needed. • Maintain confidentiality and handle sensitive information with discretion. • Participate in training sessions to stay updated on HR policies and systems. • Contribute to the continuous improvement of HR processes and services.

• Serve as a senior point of contact for complex and escalated HR inquiries across multiple channels (phone, email, chat) and locations to include USA and Canada. • Ensure high-quality resolution of cases by applying deep knowledge of HR policies, programs, and systems. • Monitor case trends and proactively identify opportunities for process or policy improvements. • Lead the operationalization, documentation, and continuous improvement of MyHR processes. • Partner with HRIS and IT teams to enhance system functionality and user experience. • Drive automation and self-service enablement through knowledge base development. • Collaborate with HR COEs (e.g., Total Rewards, Talent Acquisition, Employee Relations) to ensure alignment and consistency in service delivery. • Act as a liaison between Shared Services and regional HR teams to support local compliance and cultural nuances. • Provide guidance and support for voluntary termination processes, ensuring compliance and a smooth offboarding experience for employees. • Partner with leadership to analyze service delivery metrics and employee feedback to identify trends and recommend actionable improvements. • Lead onboarding and training of new team members and contribute to capability building across the team. • Own and maintain HR knowledge articles, ensuring accuracy, relevance, and accessibility.

• Answers and responds to incoming phone calls in adherence with protocol and service standards • Provides assistance to managers and employees with time-sensitive requests, such as HRIS (Lawson) navigation, etc. • Provides first-level assistance to managers and employees with HRIS self-service tools • Assists employees and managers in all stages of the employee life cycle (onboarding, job changes, retirement, etc.) • Initiates contact or makes referrals to the appropriate resource for situations that require specific attention or on behalf of other HR Centers of Excellence (CoE) • Investigates, and resolves first level Human Resources and benefits issues. • Maintains accurate and timely documentation and recordkeeping related to human resource and benefit activities in the designated database(s) and in adherence with human resource and benefit policies and applicable regulations. • Participates in and share expertise during team meetings and training sessions.

• Partner closely with the Regional HR Leaders for EMEA and APJ • Act as the bridge between the business and the Centers of Excellence • Collaborate on strategic workforce planning and high-impact leadership hiring • Lead the Employee Relations and HR Operations teams for the Americas • Direct and mentor a multi-disciplinary team • Oversee the HRBP supporting IT, InfoSec, Legal, HR, and Finance • Utilize data-driven insights to evaluate functional effectiveness