Remote, MexicoWe are seeking a Senior HR Operations Specialist to join our HR Shared Services team. This Tier 2 role provides advanced operational support for complex HR inquiries, transactions, and escalations that require deeper expertise, sound judgment, and cross-functional coordination beyond Tier 1 support.
The Senior HR Operations Specialist is responsible for resolving exception-based and sensitive issues, ensuring consistent application of HR policies and processes, and identifying root causes that reduce rework and improve service delivery. This role partners closely with HR Transformation & Operations, HR Technology, Payroll, Centers of Excellence, and HR Business Partners to strengthen end-to-end process performance.
At Ralliant, this role is critical to stabilizing core HR operations, improving process design, and ensuring the HR operating model functions ResponsibilitiesTier 2 Issue ResolutionResolve escalated cases from Tier 1 that require advanced policy interpretation, exception handling, cross-functional coordination, review of historical transactions or employee records, or elevated judgment and sensitivity.
Manage complex issues across payroll, benefits, leave and absence, HR data, and related processes.
Own cases end to end, ensuring accurate resolution, timely follow-up, and clear communication with employees, managers, and internal stakeholders.
Serve as a trusted escalation point while minimizing unnecessary handoffs to HR Business Partners and Centers of Excellence.
HR Systems, Data & Operational ExecutionExecute complex HR transactions in core systems (e.g., Oracle, ServiceNow)Analyze and resolve data integrity issues across systems and processesCreate, generate, and analyze standard and ad hoc reports to support operational decision-making and issue resolution.




Identify root causes of recurring errors, system gaps, and manual workaroundsEnsure compliance with established controls, policies, and audit requirementsPartner with HR Tech and HRTO to test, validate, and refine system or process changesEscalation Management & Cross-Functional CoordinationAct as the primary owner for Tier 2 cases, coordinating across Payroll, Total Rewards, Employee Relations, Legal, Centers of Excellence, HR Technology, and HR Business Partners as needed.
Set clear expectations with employees and managers regarding resolution timelines and next stepsResolve issues effectively, reducing re-escalation, repeat contacts, and case recycling.
Escalate to Tier 3 or specialized teams only when appropriate and with complete context, documentation, and recommended next steps.
Process Improvement, Simplification & AutomationIdentify systemic issues through analysis of case trends, escalations, and reworkTranslate operational challenges into clear problem statements and improvement opportunitiesRecommend and support solutions that strengthen controls, simplify workflows and decision points, reduce manual effort and error risk, and enable automation and self-service.
Partner with HRTO, HR Tech, and COEs to drive scalable improvementsSupport process stabilization, redesign initiatives, and continuous improvement efforts (e.g., RBS tools)Knowledge Management & Tier 1 EnablementStrengthen Tier 1 capability by improving knowledge articles,



standard operating procedures, decision frameworks, escalation criteria, and guidance on recurring issues and trends.
Reinforce consistent application of HR policies and practicesImprove upstream resolution rates by reducing avoidable escalationsCustomer Experience & Professional StandardsManage complex and sensitive interactions with professionalism, empathy, and clarityMaintain strict confidentiality and data privacy standardsRepresent HR as a unified function, ensuring seamless and consistent communicationBalance employee experience with operational discipline and policy adherenceModel and reinforce Ralliant’s HR operating model through day-to-day executionWhat Success Looks LikeTimely and accurate resolution of complex Tier 2 casesMeasurable reduction in repeat escalations and chronic issue areasImproved quality of Tier 1 inputs, knowledge content, and case handlingReduced defects, rework, and downstream correctionsClear visibility into systemic risks and improvement opportunitiesStrong, trusted partnerships across HRTO, HR Tech, and functional teamsRequired QualificationsBachelor’s degree in Human Resources, Business, or related field (or equivalent experience)3–6 years of experience in HR operations, shared services, payroll, benefits, HR systems, or complex case management in a process-driven environment.
Strong experience using HR systems such as Oracle, ServiceNow, Workday, or similar ability to manage and resolve complex, cross-functional issuesStrong analytical thinking and written communication skillsAbility to communicate clearly and effectively in English, both verbally and in writing, is essential for success in this roleAbility to operate effectively in ambiguous or exception-base

📌 Senior HR Operations Specialist (México)
🏢 Ralliant
📍 México