Lead Talent Relations Case Specialist

About the role

The Lead Talent Relations Case Specialist will own the end‑to‑end management of lower‑risk Talent Relations cases, ensuring compliance with internal protocols while delivering empathetic support to employees and stakeholders. This position operates within Deloitte’s Talent Risk & Relations function, based in San Jose, Costa Rica.

Key responsibilities

• Manage lower‑risk requests from intake through resolution, following Talent Relations guidelines.
• Assess each request, communicate clearly and empathetically, gather relevant information, provide updates, recommend solutions, and determine escalation needs.
• Collaborate with Talent Relations team members and cross‑functional partners to ensure consistent case handling.
• Maintain accurate documentation and timely entry into the case management system (ServiceNow).
• Safeguard confidentiality and handle sensitive employee information with discretion.
• Act as backup for US Administrative Support for requests received via the TR&R mailbox.
• Participate in Talent Relations projects to improve team processes and service delivery.

Required profile

• Bachelor’s degree in Human Resources, Employee/Labor Relations, or a related field.
• 5+ years of experience in employee relations, HR, case management, or a comparable area.
• Strong organizational, written and verbal communication abilities.
• Proven capacity to handle sensitive and confidential information.
• Customer‑service orientation with solid interpersonal skills.
• Comfort working in matrixed and virtual environments and dealing with ambiguity.
• Fluent English and Spanish, both oral and written.
• Legal authorization to work in Costa Rica without employer sponsorship and ability to travel as required.

Required skills

• Proficiency with Microsoft Office Suite, especially Excel.
• Experience using ServiceNow for case management (preferred).