Senior HR Services Specialist

Job Description

The person in the HR Service Specialist role will provide human resources consultation and case resolution for HR Shared Service Center cases, as well as serving as main point of contact when employees and managers contact the HRSC resolving a multitude of inquiries and routing specialty requests to Tier II Specialists, HRBP/HRG or COE.

Another important activity part of the routine is advising employees and managers with questions regarding Human Resources policies, processes and in navigating through tools such as Workday in HR related processes related to Compensation, Learning, Performance Management, Recruitment, Succession Planning and Talent Management.

Main activities:

- Receives, routes, resolves, and properly closes all RA HR inquiries within their specialty or assignment in an accurate and timely manner. Specialist areas could include, but are not limited to: hiring and onboarding, employee data changes, leave of absence administration, accommodation requests, employee separations, global mobility transactions, and local benefit or payroll support.
- Identifies and implements process improvement projects to enhance customer experience.
- Handles escalated requests and provides a proper solution by analyzing arating the “people” from the “problem” by getting the problem, the impact on the customer and advising on any appropriate actions.
- Creates and delivers training to newly hired HR Specialists related to Standard Operating Procedures (SOPS) (SPOs), customer service best practices and can share data’s insights with the team
- Collaborates with appropriate HRSC leadership/staff, COE, HRBP or third parties to resolve complex inquiries or transactions
- Accurately enters data into appropriate HR systems and tools
- Uses Workday Help tool to accurately capture, track, and follow-up on inquiries; entries used to monitor KPI trends, track performance, provide feedback, and improve quality
- Participates in system testing and identification of system and user-interface issues; provides feedback to HRSC leadership
- Performs daily review of open case cues to ensure inquiries/requests are being assigned, resolved, and closed properly and in a timely manner
- Identify opportunities to extend best practices to the rest of the HRSC team.
- Provide general advice and guidance on HR policies and procedures to new or existing employees and managers.
- Educate employees and managers on HR resources available to them and encourage the use of self-service tools
- Maintain employee documentation (personnel file creation, retention, and deletion)
- Performs specific Local Procedures as Benefits Enrollment, Audits (if region requires).
- Provides consultation on integrating new acquisitions into our standard HR practices and systems.
- Execute in partnership with HRBPs/HRGs on business reorganizations to ensure organizational structures are accurate.

Minimum qualifications:

- Bachelor’s degree in Business Administration, Human Resources or related field.
- Two years of shared service center or HR representative experience in HR Operations and/or Global Employee Relations.
- Experience handling highly confidential and sensitive information.
- Interacts daily with peers and customers (typically internal) to exchange or present information. Builds stable working relationships internally
- Experience with HRIS systems.
- Proficiency Microsoft Office suite.
- Analytical ability

Desired qualifications:

- Two years or more of HR experience in any of the following areas: Global Payroll, HR Generalist, Employee Services, Compensation, HR services, and call centers, document, records management, and/or HR data and systems.
- Workday Human Capital Management experience
- Ability to work with complex processes and systems
- Adapting to ambiguous situations
- Innovative thinking
- Ability to work with customers under stress or with complex situations
- Previous experience working in an HR Shared Services and an Outsourced Delivery model.
- Analytical mindset, with capacity to understand customer need to propose viable solutions

Skills, Knowledge, Experience, and Education
- Proficiency in written and spoken English
- ERP knowledge (Workday, SAP)
- Excel skills
- Able to train new hires
- Good process/project management knowledge
- Ability to holistically think about processes and programs; anticipate the impact of changes to end users
- Demonstrated ability to complete tasks on schedule and to the specified requirements

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