People Operations Specialist – Senior

Overview:

SOFTSWISS is hiring a People Operations Specialist to join our dynamic HR team. We need a true, experienced and accomplished professional who shares our culture and values.

Purpose of the role:

In this role you will create a stable, understandable and accessible service for employees and managers on all issues related to HR cycles. Stability, convenience and support are the main priorities.

Key responsibilities:

• Leadership of the People Operations Team
  - Setting tasks, monitoring the implementation of SLA based on employee requests
  - Mentoring and development of specialists

• Process management and optimization
  - Development and implementation of standards for processing employee requests
  - Building effective flows in Jira, Slack, etc.
  - Maintaining a knowledge base, monitoring the relevance of guidelines and templates
• Automation and digitalization of HR services
  - Initiation and coordination of automated solutions (bots, forms, integrations)
  - Interaction with IT and digital teams to improve the employee experience
• Coordination with other HR functions
  - Support for the initiatives PX, HRBP, HRSS, TR, TD
  - Participation in joint retrospectives, projects and quality surveys
• Metrics and service quality
  - eNPS/CSAT tracking by People Operations
  - Analysis of appeals, identification of pains and points of improvement
  - Tracking SLA by People Operations

Required Experience:

• Work experience in HR services or People Operations is 2-3 years, including 1+ year in a leadership role
• Knowledge of the basics of personnel administration and employee lifecycle
• Experience working with Jira, Confluence, Slack, Service Desk — as a plus
  
• High operational organization, systems thinking, customer orientation
• Willingness to dive into processes and see room for improvement
• Ability to adapt quickly and prioritize under high load conditions
• High learning ability and focus on Digital-first
• English language C1
• Russian language C1

Nice to have:

• Experience in implementing process automation (bots, forms, knowledge bases)
• Understanding of EX/UX approaches in service processes
• Experience in creating or maintaining HR Helpdesk
• Experience of participating in transformational projects within HR

Our Benefits:

• Full-time remote work opportunities and flexible working hours
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events