Specialist, People Solutions Center

The US Subject Matter Expert (SME) serves as the functional authority and escalation owner for compliance‑critical United States People Solutions processes, including US Benefits, US Accommodations, Form I‑9 Compliance, US Unemployment, and US Work Authorization.

This role is responsible for ensuring accurate interpretation of policy and regulation, consistent application of best practices, operational governance, and advisor enablement across PSC teams.

The departments supporting these processes operate under the oversight of Sarah Ording, and this role partners closely with leaders within her organization to ensure alignment, visibility, and risk management across all in‑scope functions.

Act as the primary subject matter expert for: US Benefits US Accommodations (medical and religious) Form I‑9 employment eligibility compliance US Unemployment claim support US Work Authorization guidance

US Benefits

US Accommodations (medical and religious)

Form I‑9 employment eligibility compliance

US Unemployment claim support

US Work Authorization guidance

Provide authoritative interpretation of policy, regulations, and internal standards across all supported processes

Ensure consistent execution of processes across PSC teams

Own, maintain, and periodically review SOPs and knowledge base documentation to ensure: Accuracy Compliance alignment Operational clarity

Accuracy

Compliance alignment

Operational clarity

Support internal audits, compliance reviews, and quality assessments

Identify and proactively address compliance risks or gaps

Partner closely with PSC leadership within Sarah Ording’s organization to support governance and risk mitigation efforts

Serve as the final point of escalation for complex and high‑risk cases

Resolve escalations within established service level expectations

Identify escalation trends and recommend process or training improvements

Reduce dependency on supervisory escalation paths through proactive guidance

Provide real‑time guidance and consultation to PSC advisors and case coordinators

Serve as a trusted resource for supervisors and leaders on complex case interpretation

Support improved first‑contact resolution and decision accuracy

Enable consistent application of best practices across teams

Develop and deliver onboarding support for new hires supporting US processes

Deliver refresher training to close knowledge gaps and address emerging trends

Simplify and organize knowledge base content to improve usability and accessibility

Support continuous capability uplift across PSC teams

100% of escalations resolved within defined SLAs

Sustained First Contact Resolution (FCR) of ≥ 95%

100% compliance with SOP review and governance cadence

Measurable improvement in QA outcomes following training interventions

Reduced supervisor dependency for technical decision‑making

2–3 years of demonstrated experience supporting US HR or People Solutions processes, preferably in a centralized service or shared services model

Strong working knowledge of US compliance‑driven HR processes, including eligibility, accommodations, benefits, or related functions

Experience handling complex escalations, compliance‑sensitive cases, or audit support