Remote

We 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 effectively at scale.

Key Responsibilities Tier 2 Issue Resolution

- Resolve 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 Execution
- Execute complex HR transactions in core systems (e.g., Oracle,



Service Now)

- Analyze and resolve data integrity issues across systems and processes

- Create, 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 workarounds

- Ensure compliance with established controls, policies, and audit requirements

- Partner with HR Tech and HRTO to test, validate, and refine system or process changes

Escalation Management & Cross-Functional Coordination
- Act 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 steps

- Resolve 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 & Automation
- Identify systemic issues through analysis of case trends, escalations, and rework





- Translate operational challenges into clear problem statements and improvement opportunities

- Recommend 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 improvements

- Support process stabilization, redesign initiatives, and continuous improvement efforts (e.g., RBS tools)

Knowledge Management & Tier 1 Enablement
- Strengthen 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 practices

- Improve upstream resolution rates by reducing avoidable escalations

Customer Experience & Professional Standards
- Manage complex and sensitive interactions with professionalism, empathy, and clarity

- Maintain strict confidentiality and data privacy standards

- Represent HR as a unified function, ensuring seamless and consistent communication

- Balance employee experience with operational discipline and policy adherence

- Model and reinforce Ralliant’s HR operating model through day-to-day execution

What Success Looks Like
- Timely and accurate resolution of complex Tier 2 cases

- Measurable reduction in repeat escalations and chronic issue areas

- Improved quality of Tier 1 inputs, knowledge content, and case handling

- Reduced defects, rework, and downstream corrections

- Clear visibility into systemic risks and improvement oppor

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