HR Operations Representative

About the role

This role supports employees, people managers and HR professionals by handling their inquiries and HR transactions. It is an office-based position in Costa Rica, open to candidates fluent in English and Spanish.

Key responsibilities

• Receive, research and respond to inquiries from employees, people managers and HR professionals, routing them to the right support tier or HR Business Partner when needed.
• Execute HR transactions according to established processes, procedures, workflows and policies.
• Enter, update and validate employee information accurately in the HRIS and other platforms.
• Maintain complete case management records, keeping cases up to date and closed on time.
• Educate employees and managers on HR processes, policies and self-service tools.
• Identify process improvements and share recommendations with the team lead, taking part in continuous improvement initiatives and feedback sessions.
• Collaborate with HR Operations, HR Business Partners, Payroll, HRIS and Technology teams, as well as employees and managers.

Required profile

• Three to five years of experience in HR Operations, HR Shared Services, HR Administration, Employee Services or a related support function.
• Experience in a service delivery model, shared services environment or customer support organization.
• Experience managing employee inquiries and HR transactions through case management systems within Service Level Agreements.
• Working knowledge of core HR processes and the employee lifecycle (hiring, transfers, promotions, leaves, terminations).
• Fluency in English and Spanish; Portuguese or French preferred.
• Availability to work in an office-based position in Costa Rica.

Required skills

• Experience with HRIS platforms; Dayforce preferred.
• ServiceNow experience preferred.
• Proficiency in Microsoft Office, especially Excel, Word, Outlook and Teams.
• Strong data entry, data validation and records management skills.
• Ability to research inquiries, interpret policies and resolve routine to moderately complex issues.