Job Description

People Care Advisor

Location: Houston, TX 77079
Pay:  $27/hr - W2
Duration: 9 months

Role Synopsis

• Services & Solutions is an internal global HR shared services organization, responsible for delivering centralized and standardized HR services from various geographical delivery centers.

• Services & Solutions – People Care Advisors serve as the first point of contact for HR-related matters. They are policy and process experts, dedicated to delivering the best experience.

• This role provides guidance and support to colleagues regarding People & Culture policies and processes. Additionally, the role performs people and culture transactions and contributes to continuous improvement activities.

Key Accountabilities

Employee Support & Query Resolution

• First point of contact for employees, line managers, and people advisors, supporting the full employee life cycle via live channels (e.g., chat and case management).

• Example queries include:

  • Life event queries (how to, when, where)

  • Time and attendance queries (how to, what type, when)

  • Reward, performance, and compensation queries

  • Coaching line managers through employee relations queries

  • Providing exit guidance

Case Management & Problem Resolution

• Use operating framework and service-enabling technologies to manage queries:

  • Create, update, triage, and resolve cases according to service commitments.

  • Follow defined problem and incident management processes, escalating when necessary.

  • Seek advice on unclear processes and suggest solutions to problems.

  • Evaluate high-risk cases/trends and provide regular updates to leads.

  • Execute in-scope transactions in people and culture applications.

System Navigation & Support

• Support basic people and culture system(s) navigation:

  • Promote self-service usage.

  • Diagnose individual system queries and seek resolution.

  • Perform initial investigation for technical issues and triage them to the centralized application support team.

Project & Continuous Improvement Activities

• Support proactive project activities:

  • Assist new joiners, movers, and leavers with enhanced care services.

  • Identify and execute continuous improvement opportunities.

  • Support knowledge creation and maintenance.

  • Contribute to global change and implementation projects.

  • Assist with cyclical People & Culture activities.

Essential Education

• Higher education qualification (e.g., A level, high school diploma) or equivalent experience. (Local market variation may apply.)

• Experience in HR or other shared services environments is preferred.

Essential Experience & Job Requirements

Technical Capability

• HR generalist/practitioner or related/equivalent experience.

• Problem-solving skills demonstrated through case management experience.

• Strong numeracy & analytical thinking – ability to analyze data effectively and provide business insights.

• Risk management – ability to manage ER/IR cases responsibly, identifying, preempting, and mitigating risk.

Business Capability

• Customer Focus – Puts the customer at the heart of decision-making.

• Solution Focus – Applies judgment and common sense to identify solutions that add value.

• Business Acumen – Manages colleague needs within the context of business strategy. Stays updated on internal and external trends and understands their relationship to business strategy.

Leadership & EQ Capability

• Acts with Integrity – Demonstrates values and behaviors.

• Inclusion & Collaboration – Builds and maintains inclusive relationships with a diverse set of stakeholders.

• Group Mindset – Looks beyond individual performance to consider the bigger picture and team perspective.

• Calm Under Pressure – Works effectively in ambiguous environments.

• Curious & Resilient – Demonstrates curiosity, resilience, and openness to new experiences.

Desirable Criteria

• Foundational knowledge of CRM tools.

• Foundational knowledge of Microsoft 365.

• Foundational knowledge of Workday or other HR data management systems.