Job Description

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 experience
• Customer 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 regulations
• Case 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 excellence
• Operational 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 design
• Continuous Improvement: Identifies and acts on opportunities to enhance processes, workflows, knowledge and colleague experiences using data and feedback
• Knowledge Management: Maintains a comprehensive understanding of local and global impacts on established services and systems
• Technical 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 service
• Education 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 processes
• Collaboration: Acts as an ambassador for the People Services team, upholding its values, goals, and commitments in every interaction
• Stakeholder Management: Fosters strong relationships with colleagues, managers, and stakeholders to enhance service delivery

Qualifications

Who You Are:

• 5+ years of customer service/HR Generalist experience
• Holistic understanding about local impact to system set-up, people processes and customer experience
• Capable of assessing technology issues, process bottlenecks, identifying solutions, and executing actions that drive continuous improvement
• Ability to convey technical information in a clear and understandable manner, bridging the gap between technology and practical application
• Local knowledge about H&M Group policy and local law
• Excellent communication skills, both in English and Spanish (written and oral)
• Work experience and/or education within the HR area or similar field
• Experience of working in a Shared Service Center or similar environment
• Excellent customer service orientation
• Experience of using systems for efficient operational wor

Additional Information

Why You’ll Love Working at H &M

• We value diverse backgrounds, including but not limited to race, ethnicity, gender, age, religion, sexual orientation, and disability
• We pride ourselves on being a values-driven organization, guided by our 7 unique values that have been part of our success story for over 75 years
• You’ll have access to our Colleague Resource Groups (CRGs) to find community and networking opportunities among colleagues
• We are an inclusive company where you’re encouraged to be yourself at work
• You will have access to a large global talent community, where career growth and aspirations have no limits
• We believe in supporting your overall wellbeing and offer comprehensive benefits inclusive of health insurance, wellness and family support programs, company match 401k, paid leave programs, and paid time off, including a community day to serve your local community
• You’ll be able to express your personal style with our employee discount at H&M, & Other Stories, and COS

Compensation: salary range is $66,793-$75,142 annually**

*This job posting highlights the most critical responsibilities and requirements of the job and is not all-inclusive. There may be additional duties, and responsibilities assigned for this job at the company’s discretion.

**H&M, in good faith, has assessed this posted range of compensation as the accurate range for this role and location at the time of this posting. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.

EEOC Code: PRO

Job Status: Salaried, Exempt