The Subject Matter Expert (SME) plays a critical role in supporting the day-to-day operations of the WFA Americas team, working closely with the Team Lead. This position serves as a key resource for process knowledge and is the first point of contact for process-related activities such as new hire training, quality audits, peer coaching, and documentation reviews. The SME also contributes to continuous improvement initiatives and drives operational excellence across HR services.
Ensure timely completion of all scheduled work in alignment with SLA commitments
Monitor daily controls and elevate operational issues as needed
Review and recommend updates to procedures based on control findings
Prepare and deliver training materials for process‑related sessions
Manage onboarding activities for new hires and deployments
Create, maintain, and update process documentation