Lead Talent Relations Case Specialist

Lead Talent Relations Case Specialist

San Jose, Costa Rica

The vision for Talent Risk & Relations is to become globally eminent. We strive to provide world class consultative services that safeguard against immediate crisis and long-term threats to our people, brand, and financial wellbeing. Our subject matter experts, innovative processes and investigative practices enable flawless operational execution and the ability to reduce risk throughout the organization.

Talent Risk and Relations is comprised of two service offerings as follows:

• Talent Risk focuses on aggregate risks impacting our people across all levels (e.g., new programs/initiatives driven by technology, talent data usage, globalization and regulatory requirements).
• Talent Relations focuses on individual risks across all levels caused by either behavioral or external factors (e.g., investigations, consultations, and crisis matters).

Work You'll Do

The Lead Talent Relations Case Specialist will manage lower-risk Talent Relations cases from start to finish, including but not limited to accommodations requests, long-term disability separations, project delivery professional separations, and return-to-work accommodations.

Key Responsibilities

• Manage lower-risk requests from intake through resolution, ensuring compliance with Talent Relations protocols
• Assess requests, communicate clearly and empathetically with employees and stakeholders to gather relevant information, provide updates, recommend appropriate solutions, and determine when escalation is necessary
• Collaborate with Talent Relations team members and other teams as appropriate to ensure consistent and effective management of matters
• Maintain accurate and thorough documentation of all cases and actions taken, including timely input into case management system (e.g., ServiceNow)
• Ensure confidentiality and discretion in handling sensitive employee information
• Acts as back-up to US Administrative Support for requests coming through TR&R mailbox
• Participate in TR&R projects to maintain and enhance the TRR& team and services provided

Required Qualifications:

• Bachelor’s Degree (or equivalent) in Human Resources, Employee/Labor Relations, or related field
• 5+ years of experience in employe relations, Human Resources, case management, or related experience
• Strong organizational skills; strong written and verbal communication skills; understanding of sensitive/confidential information
• Strong customer service focus and interpersonal skills
• Ability to work in a matrixed and virtual environment
• Ability to deal with ambiguity
• Experience with Microsoft Office Suite, particularly Excel
• Strong English and Spanish oral and written communication skills
• Ability to travel as needed
• Must be legally authorized to work in Costa Rica without the need for employer sponsorship, now or at any time in the future

Preferred Qualifications:

• Understanding of US Federal and State Employment laws as well as employment law implications on compliance issues and the ability to escalate for Legal attention as required
• Experience with ServiceNow

As used in this posting, “Deloitte” means DSS Delivery Costa Rica S.R.L., a Costa Rican sociedad de responsabilidad limitada and subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.