As a People Support Specialist in the HR function, you will work at the core of People Services, acting as the first point of contact for colleagues seeking assistance. Guided by our HR service delivery model, you will deliver high-quality support and services designed to meet the needs of our colleagues and business. Your role will involve efficiently managing inquiries, providing accurate information, and ensuring seamless handling of all requests. By following established processes and frameworks, you will contribute to an exceptional colleague experience and help promote the value of our People Services. This hybrid role reports to our HRIS Technology & Operations Lead and is based in our New York or New Jersey Support Office. A Day in the Life  Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities Service Model: Demonstrates expertise in our HR Service delivery model, ensuring processes align with governance frameworks to deliver an exceptional colleague experienceCustomer Service: Provides outstanding customer service by meeting and exceeding the expectations of colleagues and managers. Handles inquiries with care, interest, and professionalism, proactively serving colleagues while safeguarding their data in compliance with set global and local regulationsCase Management: Takes ownership of cases and strives for first-contact resolution. Collaborates with colleagues to handle complex issues effectively, ensuring seamless problem-solving while maintaining operational excellenceOperational Efficiency: Utilizes tools, systems, and workflows effectively to meet operational goals. Adapts tone and communication style across different channels, languages, and customer personas. Ensures all processes are executed efficiently and adhered to the service designContinuous Improvement: Identifies and acts on opportunities to enhance processes, workflows, knowledge and colleague experiences using data and feedbackKnowledge Management: Maintains a comprehensive understanding of local and global impacts on established services and systemsTechnical Expertise: Proficiency in HR tools and systems. Demonstrates experience in Shared Service Center environments or similar fields, with a focus on operational excellence and customer serviceEducation and Training: Educates colleagues and customers on self-service tools, enabling them to resolve issues independently. Provides ongoing support to improve their understanding and execution of processesCollaboration: Acts as an ambassador for the People Services team, upholding its values, goals, and commitments in every interactionStakeholder Management: Fosters strong relationships with colleagues, managers, and stakeholders to enhance service delivery 
