What if the work you did every day could impact the lives of people you know? Or all of humanity?
At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.
Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.
Position Summary
We are looking for an experienced People Operations Specialist to join our growing HR Service Delivery Center in Bengaluru. As a key member of our global HR Operations team, you will provide critical Tier 2 HR support, helping resolve complex inquiries escalated from our Associate People Operations Specialists. You will play a pivotal role in delivering a high-quality HR service experience to employees and managers across the globe.
In this role, you will partner with our Centers of Expertise (CoEs) — including Total Rewards, Global Mobility, HRIS/HR Technology, Talent Acquisition, and Talent Development — to support a wide range of HR topics. As a key contributor of process improvements, you will also identify trends and gaps, streamline processes, and support the evolution of our HR service model as all of our CoE’s begin to receive support for our team. Familiarity with tools like Workday HCM and ServiceNow will be key as you manage escalations, provide HR solutions, and collaborate on new work processes and HR initiatives.
Key Responsibilities
1. HR Service Delivery with Care
- Provide Tier 2 HR support to employees across all regions, (Americas, Europe, and APAC) ensuring high-quality, efficient and compassionate service.
- Serve as an escalation point for Associate People Operations Specialists handling Tier 0-1 inquiries, resolving more complex queries across global CoEs (e.g., Talent Acquisition, Total Rewards, Global Mobility, Talent Development, HRIS, People Support & Care, etc.).
- Partner with relevant CoEs to resolve intricate HR issues, ensuring complete resolutions. Escalate cases to the appropriate CoEs when necessary, after review of the Tier 2 knowledge base.
- Collaborate with CoEs to provide insights on case trends, identifying opportunities for knowledge base enhancements and reducing future Tier 2 escalations.
- Manage your workload efficiently to meet service level agreements (SLAs) for Tier 2 cases and proactively suggest operational improvements.
2. Employee Lifecycle Management
- Act as a trusted HR partner during the transition of work processes from CoEs to the HR Service Delivery team, covering processes such as onboarding, benefits administration, employee leave, and offboarding during large-scale reductions.
- Ensure HR processes are executed accurately, aligning with CoE documentation and maintaining high trust and confidence among the CoE teams as work is completed on their behalf.
- Champion a positive Employee Experience by providing top-tier HR service and supporting the delivery of HR services throughout the employee lifecycle.
3. HR Policies & Compliance
- Support CoE’s with requests related to employee record requests and file maintenance, mandatory compliance screenings, government audits, and reporting needs.
- Support global People Support & Care teams in researching and developing new HR policies and programs, especially in emerging markets or regions with previously unaddressed gaps.
4. Process Improvement & HR Projects
- Collaborate with global CoEs to identify process improvement opportunities and provide feedback on case trends, helping streamline service delivery.
- Enhance employee self-service by evaluating the utility of the HR Knowledge Base and addressing gaps with the respective CoEs’ to enable employees in resolving queries independently.
- Contribute to building, documenting, and improving HR processes to elevate team capabilities and reduce escalations by shifting resolution to Tier 1 or automation.
5. Knowledge Base Management
- Help advance the internal Knowledge Base architecture, driving skill elevation and reducing reliance on Tier 2 support by enabling faster, self-service resolutions for employees. Create documentation of team knowledge in support of this goal.
Required Skills and Qualifications
- Education: Bachelor’s degree in Human Resources, a related field, or equivalent experience
- Experience: Minimum of 3 years of experience in HR Generalist or HR Operations roles, ideally within a HR Shared Services Center, that supports global teams across multiple time zones. Solid knowledge of HR best practices especially working in larger, multinational organizations across multiple regions.
- Systems Knowledge: Strong experience with Workday HCM and service delivery platforms with case management/ticketing functionalities (ServiceNow preferred). Proficiency in Microsoft Office (Excel, Word, PowerPoint).
- Communication skills: Excellent written and verbal communication skills in English, with a focus on clear and effective communication through the ServiceNow platform. Strong interpersonal skills for collaborating with global teams and CoEs.
- Continuous Improvement: A proven track record of driving process efficiency and improving HR service delivery. Strong process documentation and problem-solving skills.
- Customer Service Orientation: Passion for delivering high-quality support during key HR moments, demonstrating a strong focus on solving employee issues with empathy and precision.
- Problem-Solving Skills: Ability to analyze and interpret employee inquiries, take appropriate action by researching and problem-solving, and/or collaborate directly with CoEs to find solutions.
- Organization & Time Management Skills: Strong organizational skills with the ability to manage competing priorities and adapt to shifting workloads, especially during peak HR initiatives.
Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.
