HR Services - Senior Associate

SUMMARY

The Senior Associate, HR Services Training, Quality & Metrics (TQM) plays a critical role in elevating the performance, capability, and service excellence of the HR Services organization. This role leads more complex training, quality, and analytics initiatives; developshigh impactlearning content;facilitatestraining for global audiences; ensures rigorous quality governance; andprovidesadvanced insights that guide operationaldecision-making.

The Senior Associate partners closely with HR Services leaders, COEs, andcross functionalstakeholders to drive continuous improvement, strengthen employee capability, andmaintaina consistent,high qualityservice experience for managers and employees.

Responsibilities:

• Training Development & Delivery
• Design, develop, and deliver complex andhigh impacttraining programs across HR Services and supported functions.
• Create comprehensive training materials, simulations, job aids, and eLearning content using instructional design best practices.
• Facilitate workshops, onboarding programs, certification pathways, andcapability buildingsessions for HR Services teams.
• Partner with SMEs, COEs, and Learning Operations to ensure training is current,accurate, and aligned with global HR programs and systems.
• Perform quality audits across HR Services processes and channels (cases, chats, calls, transactions).
• Identify systemic gaps, recurring errors, or inefficiencies and recommend corrective actions.
• Leadroot causeanalysis discussions and drive process standardization with global teams.
• Create andmaintainrubrics, audit tools, governance checklists, andbest practicedocumentation.
• Lead orcoheadimprovement initiatives using Lean,problem solving, and structured continuous improvement methodologies.
• Drive enhancements to HR processes, systems, and knowledge assets (e.g., MyHR, knowledge articles, SOPs).
• Collaborate withcross functionalteams during program launches, system updates, and global HR initiatives.
• Support change management efforts with communication planning and training readiness activities.

Qualifications:

• Bachelor's degree in Human Resources, Business Administration, or a related field
• Proven years of experience in HR, with a focus on training, quality assurance, and metrics analysis
• Strong knowledge of HR processes and best practices
• Experience in developing and delivering training programs
• Proficient in data analysis, reporting, and dashboard creation
• Excellent communication, presentation, and interpersonal skills
• Ability to manage multiple projects in a fast-paced environment
• Proficient in MS Office, HRIS systems, and data visualization tools