HR Operations Senior Specialist

Senior Specialist, Employee Service Center

HR Shared Services

JOB DESCRIPTION

Inquiry Management

• First line support of employees, managers and executives for all general HR questions, seeking support in HR policies, processes, self-service transactions and HR content on online portal
• Processes complex HR and benefits transactions and supports the auditing of information
• Document calls and code as appropriate for reporting purposes
• End-to-end ownership for resolving inquiries, as well as for helping employees and managers learn about self service capabilities
• Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g., phone, email/ticket, live chat, etc.) by following appropriate resolution/assessment methodologies (e.g., investigating and research)
• Utilizing knowledge management tools, educating employees on HR technologies
• Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication, expert knowledge, and efficient escalation to resolve issues
• Communicate effectively (written or verbal) matching the style, needs, and level of understanding of the employee to support optimal interaction, through available employee support channels (phone, email, ticket management)

HR Administration

• Expert and skilled end user for Workday and other HR systems and tools
• Monitor and manage transaction workflows in the assigned region
• Partner with local on-site resource in country for continuous collaboration
• Identify process improvement opportunities focused and improving the effectiveness and efficiency of the Region or GBS Center, as well as sharing best practices with HR operations teams in other GBS Center as appropriate
• Liaises with associates on Employee Service Center (ESC) related inquiries and ensures that inquiries are responded timely and logged accurately
• Prepares documentation and ESC-related reports for audit, and must be submitted on designated time
• Conducts Learning Session, New Hire Orientation and People Manager Onboarding
• Role may expand to include responsibilities for administration of additional HR processes

QUALIFICATIONS

Critical Experience:

• 3 – 5 years’ related experience
• Ability to follow strict policy guidelines and recognize situations requiring call escalation
• Expert in Microsoft Office Suite
• Ability to work in a fast-paced environment
• Experience working in a Shared Services environment (HR Shared Services preferred)
• Experience in SAP, Workday (or similar), case management tools (Dovetail or SNOW preferred)
• Strong problem solving, analytical and critical thinking skills
• Excellent written and oral communication skills
• Ability to work in a collaborative team environment