Senior Specialist - Employee Success

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Job Category
Employee Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About the Role & Team

The Employee Success (ES) team is a group of human resources (HR) professionals dedicated to building Salesforce and helping our employees do the best work of their lives. We attract and retain top talent by focusing on the design, development, and delivery of a world-class employee experience.

As a Senior People Specialist on our globally diverse APAC T2 team, you will be a key member of our People Services (Shared Services) function. You will leverage best practices and cutting-edge Salesforce technology to provide expert guidance and support to employees across various geographic locations. This role requires exceptional organizational skills, meticulous attention to detail, and a strong commitment to delivering outstanding customer support. The ideal candidate thrives in a dynamic, high-growth environment, can handle sensitive and confidential information with discretion, and is interested in gaining exposure to diverse HR disciplines.

Responsibilities

• Serve as a primary point of contact for front-line support including escalated cases from Tier 1/People Advisor team using our case management system
• Provide proactive resolution and appropriate referral of employee-related questions.
• Provide expert advice and guidance to employees and managers on HR policies, procedures, and company practices, actively promoting the company's vision and values.
• Drive Process & Systems Optimization by being a thought partner with regional and global stakeholders to create seamless, end-to-end employee experiences.
• Identify opportunities to streamline processes, contribute to the development of best practices to enhance the employee experience and continuous improvement
• Leverage the insights from the daily case management and its dashboard to recommend effective and timely solutions for employee concerns and inform decisions for improving process in between Tiers
• Partner and build strong relationships with other Centers of Excellence (COEs), Employee Success Business Partners (ESBPs), Payroll, Legal/Compliance and other relevant stakeholders to address employee inquiries and ensure seamless support.
• Exercise sound judgment and expertise within broadly defined policies and practices.
• Recognize and escalate complex or high-risk issues to managers or team leads for further review as necessary.
• Manage or actively participate in special projects and programs, both regional and global projects, that are assigned to People Specialist teams.
• Maintain meticulous, timely, and compliant documentation for all process, SOW and PSO activities to ensure high-quality employee records and up-to-date controls.
• Ensure all practices are compliant and secure, maintaining a high level of confidentiality with sensitive employee information in accordance with regulations.
• Other duties or responsibility as required

• A minimum of 4 years of experience in human resources, preferably within a fast-paced, high-growth technology company.
• Prior experience working in a centralized HR or shared services function is preferred.
• Prior experience as an HR Generalist is an added advantage
• Experience with case management systems and Workday is preferred
• Experience applying or implementing company policies and procedures
• Has interest in AI and human/agent collaboration
• Ability to manage high volume of employees cases
• Strong conflict resolution and problem-solving skills
• Ability to work in a diverse work environment with ambiguity and multiple priorities
• Ability to work effectively independently and in a team environment
• Strong professional verbal and written communication