Job Description

Job Title: US Subject Matter Expert (SME)

Function: People Solutions Center (PSC)

Scope: United States Compliance & Programs

Location: PSC Operations (US‑facing support)

Role Summary

The US Subject Matter Expert (SME) serves as the functional authority and escalation owner for compliance‑critical United States People Solutions processes, including US Benefits, US Accommodations, Form I‑9 Compliance, US Unemployment, and US Work Authorization.

This role is responsible for ensuring accurate interpretation of policy and regulation, consistent application of best practices, operational governance, and advisor enablement across PSC teams.

The departments supporting these processes operate under the oversight of Sarah Ording, and this role partners closely with leaders within her organization to ensure alignment, visibility, and risk management across all in‑scope functions.

Key Responsibilities

Functional & Process Ownership

• Act as the primary subject matter expert for:
  • US Benefits
  • US Accommodations (medical and religious)
  • Form I‑9 employment eligibility compliance
  • US Unemployment claim support
  • US Work Authorization guidance
• Provide authoritative interpretation of policy, regulations, and internal standards across all supported processes
• Ensure consistent execution of processes across PSC teams

Compliance & Governance

• Own, maintain, and periodically review SOPs and knowledge base documentation to ensure:
  • Accuracy
  • Compliance alignment
  • Operational clarity
• Support internal audits, compliance reviews, and quality assessments
• Identify and proactively address compliance risks or gaps
• Partner closely with PSC leadership within Sarah Ording’s organization to support governance and risk mitigation efforts

Escalation Management

• Serve as the final point of escalation for complex and high‑risk cases
• Resolve escalations within established service level expectations
• Identify escalation trends and recommend process or training improvements
• Reduce dependency on supervisory escalation paths through proactive guidance

Advisor Enablement & Support

• Provide real‑time guidance and consultation to PSC advisors and case coordinators
• Serve as a trusted resource for supervisors and leaders on complex case interpretation
• Support improved first‑contact resolution and decision accuracy
• Enable consistent application of best practices across teams

Training & Knowledge Management

• Develop and deliver onboarding support for new hires supporting US processes
• Deliver refresher training to close knowledge gaps and address emerging trends
• Simplify and organize knowledge base content to improve usability and accessibility
• Support continuous capability uplift across PSC teams

Success Measures (KPIs)

• 100% of escalations resolved within defined SLAs
• Sustained First Contact Resolution (FCR) of ≥ 95%
• 100% compliance with SOP review and governance cadence
• Measurable improvement in QA outcomes following training interventions
• Reduced supervisor dependency for technical decision‑making

Required Qualifications

Experience

• 2–3 years of demonstrated experience supporting US HR or People Solutions processes, preferably in a centralized service or shared services model
• Strong working knowledge of US compliance‑driven HR processes, including eligibility, accommodations, benefits, or related functions
• Experience handling complex escalations, compliance‑sensitive cases, or audit support

Skills & Competencies

• Advanced analytical and critical‑thinking skills
• Strong written and verbal communication skills
• Ability to interpret and apply policy consistently
• Proven ability to coach, educate, and influence peers and leaders
• High attention to detail and documentation accuracy

Preferred Qualifications

• Bachelor's degree in human resources or a related field
• Previous SME, Senior Advisor, or Specialist experience within PSC or a comparable environment
• Experience supporting healthcare, insurance, or regulated employee programs
• Familiarity with compliance and quality assurance standards in US HR operations
• Bachelor's degree in human resources or a related field