HR Service Delivery Operations Specialist

About the role

Becton, Dickinson and Company (BD), a global medical technology company, is hiring an HR Service Delivery Operations Specialist in CRI San Jose, Heredia. The position reports to the HR Service Delivery Senior Manager for the Americas HR Service Delivery Team and aims to ensure the efficient and effective delivery of HR services. The primary interface is with the Center of Excellence and non-HR functional departments.

Key responsibilities

• Serve as a point of contact for team leads and ASC team members, resolving problems across employment levels and departments
• Track, analyze, recommend and monitor continuous improvement solutions, and lead or take part in such initiatives
• Perform audits to maintain compliance with established procedures, and run quarterly Workday security audits, flagging items and presenting results to HRSD leadership
• Escalate inquiries to the Center of Excellence and ensure SLAs are met and client and customer service remains excellent
• Oversee team performance, data accuracy and compliance, and assess case management and ticket closure with supervisors and team leads
• Handle escalated issues, complete risk assessments for reporting requests outside standard guidelines, and support HR program communications and logistics (annual processes, end-of-year events, SOX audits)
• Provide technical support on core ASC Operations HR processes and contribute to compliance, performance and data analytics metrics

Required profile

• Bachelor's degree in business, management, Information Systems or HR
• Minimum 3-4 years of experience, preferably in Workday, case management systems or shared services
• Knowledge of HR law and awareness of key HR standards and policies
• Fluent in Canadian French, Spanish and/or Portuguese preferred
• Minimum 4 days of in-office presence per week; remote or field-based arrangements differ and are stated in the posting

Required skills

• Advanced Excel, including complex models and presentations
• Case management and continual improvement processes
• Strong problem solving, analytical and communication skills, and confidentiality