HR Services Specialist-americas

Job Description

Provides human resources consultation and case resolution for HR Shared Service Center cases. Serves 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. Advises employees and managers with questions regarding Human Resources policies, processes and in navigating through tools such as Workday and/or other HR System in HR related processes related to Compensation, Learning, Performance Management, Recruitment, Succession Planning and Talent Management. Supports managers on general and/or specific inquiries about Workday and coaches them on detailed steps to a transaction or specific actions that are required to fulfill a transaction. Provides data entry support when employees are unable to complete activities through the self-service portal (i.e. deposit enrollment, life events, general deductions, and personal data changes). Fulfills employment verification and document management requests. Responsible for high customer service levels and inquiries and overall tickets through Workday Help.

Key Responsibilities:

- 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 the problem, the impact on the customer and on any appropriate actions.
- Creates and delivers training to newly hired HR Specialists related to Standard Operating Procedures (SOPS) 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 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 existent employees and managers.
- Educate employees and managers on HR resources available to them and encourage the use 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.
- 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 the problem, the impact on the customer and on any appropriate actions.
- Creates and delivers training to newly hired HR Specialists related to Standard Operating Procedures (SOPS) 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 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 existent employees and managers.
- Educate employees and managers on HR resou