HR Service Desk Specialist III

You may know McCormick as a leader in herbs, spices, seasonings, and condiments – and we’re only getting started. At McCormick, we’re always looking for new people to bring their unique flavor to our team.

McCormick employees – all 14,000 of us across the world – are what makes this company a great place to work.

We are looking to hire a Solution Center Specialist III in a Hybrid (60/40) capacity for our site in Mexico City. This is 3 days in the office and 2 days remote.

Please submit your CV in English.

What We Bring To The Table:

The best people deserve the best rewards. In addition to the benefits, you’d expect from a global leader (health insurance, paid time off, etc.) we also offer:

• Competitive compensation
• Career growth opportunities
• Flexibility and Support for Diverse Life Stages and Choices
• We prioritize our communities and the planet we share
• Wellbeing programs including Physical, Mental and Financial wellness

Position Overview:

Responsible for providing daily service delivery within MPS solutions center team for designated customer groups with consistently reliable, and highly engaging service. Answers customer/employee inquiries leveraging a variety of technology and manual systems, processes and tools. Independently answers employee inquiries of medium complexity following the Tier system. Escalates concerns and is able to effectively synthesize information from a variety of sources to respond to the inquiry in a timely manner. Is able to respond to simple and moderate escalations independently. Provides support and guidance to other team members as needed and works collaboratively to solve problems. Takes on solutions of increased complexity. Collaborate with a range of global HR Business Partners and Managers, providing HR processes guidance.

Ensures day to day tasks are resolved and partners with team members, team leader and manager on the effective delivery of daily/weekly/monthly tasks. Sees beyond process to identify any other key dependencies that leads to enhanced customer service for employee inquiries. Participates in assigned projects and manage a variety of cyclical events that occur yearly, monthly or quarterly in the Solutions Center Process.

Carries a mindset of continuous improvement and regularly provides insights to support the development of improved processes and services. Trains and supports onboarding of new employees. Provides support to Solution Center Specialist I to increase their independence.

Accountable for ensuring a consistent customer experience, controls (including SOX) and compliance within the team assigned.

Key Responsibilities:

• Proactively responds to customer/employee inquiries leveraging a variety of technology and manual administrative systems, processes and tools. Documents all transactions and consistently follows standards and operating practices for service documentation. During service delivery, is highly engaged, consistently reliable, and achieves employee satisfaction with a high-quality level of service and in compliance with Solutions Center in-scope processes and at or above KPIs targets. Manages task execution within own scope independently. Accurately moves inquiries from across process flow owners (ex. employee, other MPS teams, HRBP, manager).
• Ensures accuracy in documentation, administration and follow through of all employee lifecycle services. Secures timely execution of the processes. Ensures compliance (ex. SOX) and best practices are learned, understood and followed to standard. Escalates when more complex questions arise to ensure compliance and quality of service are never compromised. Respond to simple & moderate escalations independently. Correctly addresses more complex escalations by partnering with next level peers, team leaders and team managers. Manages follow up and time in partnership with team management but with a high level of operating independence on most inquiry types. Conducts follow up and service calls to ensure inquiry and service closure. Administrates to closure including documentation. Will pick up next level case support to progress solutions to closure.
• Working on process excellence within own area of responsibility and recommending process improvements, supporting implementation of the improvements. Trains business by leading HR Model learning sessions, train peers on process flow and provides support to colleagues as needed. Supports integration of new processes and makes recommendations for seamless integration and provides service transition support. Facilitate end to end process improvement within own area of responsibility. Engages in continuous learning for self, seeks resources to continuously learn and bring insights forward. Trains and provides support to others. Collaborates to resolve matters of increased complexity.
• Work closely with Solution Center peers to understand broader scope of processes delivered and exchange knowledge.
• Works closely with other MPS and Payroll to ensure the process is delivered on time.
• Participates in projects, training and onboarding new specialists.
• Engages in problem solving, can be a go-to for knowledge of process.

Required Qualifications:

• Bachelors’ degree in Human Resources, business, communications, psychology or equivalent preferred.
• 2+ years of HR or Customer Service experience.
• 1+ year of managing projects or participating in project teams, preferred.
• Understanding of self-service and ticketing systems, HR and call center technology, and SAP.
• Attention to detail and engaging in collaborative work teams.
• Experience within HR business function would be ideal.
• Demonstrated experience in delivering services / providing advisory to others.
• Experience with multicultural and/or with remote customers, preferred.
• Strong customer service mindset.
• Effective communicator, problem solver and trainer.
• Patient, active listener.
• Problem solving skills in both: process complexity and employee relations.
• Ability to build and sustain relations at all levels.
• Business acumen.
• Continuous improvement mindset.
• Analytic skills.
• Demonstrates flexibility in response to unexpected situations.
• Employee Experience oriented, rooted in strong understanding of HR.
• Understanding of delivery role in the shared services functions.
• Advanced/fluent English (spoken & written).

As an Equal Opportunities employer, McCormick is committed to an inclusive workforce.