HR Services Delivery Specialist

Employee Support & Ticket Resolution (Oracle Help Desk) Act as primary point of contact for employee inquiries raised via the Oracle Help Desk within Oracle HCM. Analyze, resolve, and respond to employee tickets related to employee data, time & attendance, and payroll topics within defined SLAs. Perform necessary data updates directly in Oracle HCM to resolve requests, ensuring accuracy and compliance. Coordinate with the outsourced payroll provider (BPO) for payroll-related inquiries requiring external processing or validation. Escalate complex or policy-related cases to relevant stakeholders (HR, Legal, Finance) and ensure proper resolution. Monitor ticket queues, prioritize requests based on urgency and impact, and ensure timely closure. Identify recurring issues and propose process or system improvements to reduce ticket volume and improve employee experience. Maintain documentation of standard resolutions, FAQs, and knowledge base articles within the help desk system. Ensure all interactions and resolutions are properly documented and auditable in line with internal controls and compliance requirements. Workforce Data Management (Oracle HCM Ownership) Maintain and update employee master data directly in Oracle HCM, ensuring high data accuracy and completeness. Review and resolve complex or sensitive data changes requiring policy interpretation or expert judgment. Act as final approver for critical data changes and ensure correct downstream data flow to payroll provider and other integrated systems. Define and manage data correction procedures, approval workflows, and exception handling protocols. Ensure compliance with legal and corporate requirements related to data documentation and archiving (including coordination of physical documents where required). Manage data-related reporting requirements and ensure adherence to data access and distribution rules. Act as Subject Matter Expert (SME) for data integrity, supporting resolution of escalations and continuous improvement of data quality. Time & Attendance (System Ownership & Data Accuracy) Maintain and validate time and attendance data directly in Oracle HCM, ensuring completeness prior to payroll processing. Monitor local legislative changes impacting time management and translate them into system and process requirements. Validate and approve time system configuration changes after testing. Maintain and communicate time-related cut-off dates in alignment with the payroll calendar. Administer and approve complex or non-standard working schedules in line with legal and collective agreements. Perform monthly controls and validation of working hours data to ensure readiness for payroll processing by the external provider. Manage demand and change requests for the time management module, including user access administration. Coordinate and deliver statutory and internal time-related reporting. Ensure compliance with legal archiving requirements for time data and related documentation. Payroll Coordination (Outsourced Model Governance) Act as the primary interface between the organization and the outsourced payroll provider (BPO). Provide accurate and timely input data (employee and time data) from Oracle HCM to enable payroll processing. Maintain and communicate the payroll calendar and ensure adherence to deadlines across stakeholders. Review and validate payroll outputs delivered by the provider, including salary calculations, deductions, and statutory elements. Approve final payroll results and authorize salary payments in line with internal governance. Interpret legislative changes and ensure correct implementation by the payroll provider. Validate complex payroll elements (e.g., garnishments, terminations, final settlements) before submission or confirmation. Coordinate with the provider on year-end processing, reporting, and general ledger outputs. Support internal and external audits by ensuring availability and accuracy of payroll documentation. Manage payroll-related reporting and compliance documentation, including internal controls (e.g., RCM). Own demand and change request management for payroll processes and systems, including access governance. Degree in Human Resources, Business Administration, Payroll, Finance, or related field, or equivalent experience. 3–5+ years of experience in HR operations, payroll, or shared services in a multinational setting. Experience working with HRIS and Payroll systems (e.g., Oracle HCM, SAP HCM). Strong attention to detail, analytical mindset, and comfort handling complex scenarios and escalations. Effective communicator and collaborator across stakeholders, vendors, and external bodies.