TE's HR Services teams provide direct support to employees, other HR groups and management as part of a centralized function to handle a variety of HR-related transactions. They receive and respond to requests concerning HR policies/programs, appropriately routes requests from employees to others for additional information and may respond to practices inquiries via online resources and/or telephone. The team also processes various paper and electronic forms related to documenting HR activities such as new-hire onboarding, change-of-status, benefits, termination of employment, etc. • Managing the transactions required to complete the hire process of LATAM TE employees. • Receives queries via telephone and case management ticketing system. • Conducts necessary classification, manages inquiries in case management system, documents and maintains accurate records and transfers inquiries to other parties within HR Services or outside of HR Services (HRBP/HRSP, COEs) as required. • Maintains and ensures all tickets, workflows and queries are addressed based on customer service level agreement (SLA) • Identifies and escalates priority issues and routes to appropriate team for quick resolution. • Partners with HR Services global regional teams as appropriate on cross regional activities and projects. • Diagnoses problems and coordinate resolution across stakeholders, including HRBP/HRSP, COEs and others. • Follows up on inquiries to ensure timely and accurate response and resolution to all requests • Solves problems that are unstructured and that may require conceptual critical thinking. • Provides solutions to inquiries that are often non-standard/non-routine and require some clarification and deep thinking. • Identifies and implements continuous process improvements to enhance service delivery. • Utilizes the knowledge base to assist with transactions and customer inquiry resolution. • Works with Content Management team to develop and update desktop procedures, scripts, FAQs, job aids to ensure a consistent experience for customers. • Adheres to HR Services metrics as determined by HR Services Leadership. • Ensures all activities are carried out as per the standard operating procedures (SOPs) of HR Services. • Ensures compliance with all relevant quality and statutory policies, procedures, and controls in the region • to guarantee employee adherence and legislative compliance.