Associate, Hero Support

About this role

We are on the lookout for an Associate, Hero Support to join the People & Culture team on our journey to always deliver amazing experiences. Your Role: As a vital part of the Hero Support team, you act as the first point of contact for all our heroes, serving as a trusted advisor on policies and procedures. You will provide support in answering key queries to ensure a best-in-class employee experience. Operations & Support: You will manage a wide variety of queries from employees through our ticket system (JIRA) and help maintain our internal People Portal knowledge base to enable self-service.

You will execute common, transaction-based services, including employment contract creation, amendments, termination letters, and certificates. Data Integrity & Accuracy: You are responsible for maintaining accurate employee data in our HRIS (Workday) with a sharp focus on accuracy and quality, ensuring preparatory data is ready for payroll and other stakeholder teams. Autonomy & Collaboration: You will work independently on standard operational tasks while receiving guidance on more complex cases.

You will collaborate closely with other People Operations teams (e.g., Talent Acquisition, People Business Partners) and stakeholders (e.g., Legal, Payroll) to deliver timely, high-quality responses. Operational Excellence: We pride ourselves on meeting turnaround times and maintaining data integrity. You will actively impact our current ways of working by participating in operational People projects, where you will suggest process improvements, help define documentation, and contribute to the evolution of our support ecosystem.

You are a recent graduate or have at least 6 months of work experience in People Operations and/or HR. You have a proven ability to work independently, swiftly, and effectively prioritise work in a high-volume, process-driven environment. You possess a strong system orientation and are proficient with HRIS systems (e.g., Workday, PeopleSoft, SAP). You have hands-on experience working with CRM/ticketing systems (e.g., JIRA, ServiceNow, Salesforce) and are comfortable managing tasks within a queue.

You are meticulous and quality-driven, with superior attention to detail - this is critical for managing accurate employee data and legal documentation. You have a structured, analytical mindset and are a true organisational talent, capable of translating complex policies into clear guidance for employees. You are characterised by discretion, initiative, and team spirit, and you are not afraid to take ownership of assigned tasks and projects.