Business Support Senior Specialist - HR Service Center (Japanese Speaker)

Role Summary

A Tier 1 HR Services Delivery Specialist role is the first point of contact for all colleague inquiries, focusing on delivering standardized, efficient, and consistent HR service that is being provided in the Delivery center. The Tier 1 roles thrive in a high-volume, process-driven, centralized environment and are dedicated to exceptional customer service while adhering strictly to documented procedures and compliance.

Key Responsibilities

1. Centralized HR Support for Inquiry, Request and Transaction Management
   • Serve as the initial point of contact via ServiceCentral ticketing system for all colleague and manager inquiries related to HR policies, procedures, programs, and systems (e.g., benefits, payroll questions, onboarding/offboarding logistics, HR cloud data changes and updating colleague records).
   • Provide accurate, consistent, and timely responses by leveraging and applying knowledge from the centralized ServiceCentral HR knowledge base and standard operating procedures (SOPs).
   • Log and track all inquiries, requests and transactions in the HR service delivery platform, ensuring complete and accurate documentation of the issue, requests, resolution steps, peer check process and follow-up actions. Including system-based transactions approvals and corrections.
   • Manage assigned tickets, meeting established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for response, resolution time and quality controls and measures.
2. Process Standardization & Execution
   • Execute standardized HR processes for transactional tasks, including but not limited to recruitment, new hire onboarding, background checks verification, colleague data changes, employment verification letters, payroll input, learning administration, total rewards and basic benefits administration support.
   • Ensure strict adherence to all documented HR policies, procedures, and legal/regulatory requirements in every interaction and transaction.
   • Identify opportunities for knowledge base refinement and suggest improvements to existing standardized processes to enhance efficiency and colleague experience.
3. Escalation & Collaboration
   • Accurately assess and triage complex or specialized inquiries that cannot be resolved at Tier 1, escalating them to the appropriate Tier 2 HR specialist. Also, to regional consultants for processes beyond the delivery center's scope.  
   • Maintain effective communication with Tier 2 and regional consultants’ teams to ensure a seamless handoff and follow up on escalated issues until resolution is confirmed with the colleague.

Qualifications

Required

• Bachelor’s Degree or equivalent in human resources, Business Administration, or a related field
• Must be a JLPT N1 passer or possess equivalent Japanese language proficiency
• At least 2 years of experience within centralized HR Shared Services or Global business services. 
• Proven ability to follow standardized processes and procedures with high accuracy and attention to detail.
• Strong verbal and written communication skills with a focus on providing clear, professional, and empathetic service.
• Proficiency with HRIS (Human Resources Information Systems) and case management/ticketing software (e.g., Oracle Cloud, ServiceNow, Workday, ADP, etc.).
• Familiarity with multiple functional areas of HR (e.g., payroll, benefits, talent acquisition).

Skills & Competencies

• Customer Focus: Dedicated to meeting the expectations and requirements of internal customers.
• Action Oriented: Highly organized with a strong drive for achieving results and completing tasks efficiently.
• Process Management: Understands and consistently executes documented workflows and operating procedures.
• Composure: Remains calm and professional under pressure while managing high-volume, time-sensitive tasks.

WTW is an Equal Opportunity Employer