Description:
Responsible for first-line and timely HR service to customers. Uses a case management tool for tracking requests and may transfer or escalate them to other service center parties if the issue cannot be resolved within the HR Service Center. Answers general questions regarding portal navigation and HR/Payroll policies and procedures, referring to an online knowledge base for information and guidance. Provides information, completes transactions and responds to questions, identifies and resolves problems at a tier 1 case level relating to human resources policies, procedures, and programs for prospective, current and former team members across the enterprise and third parties outside of the enterprise. Case inquiries and resolution may include employment, payroll, health and welfare benefit eligibility/enrollment, leaves administration, onboarding, HRIS systems and other matters that occur during the employment life cycle. Perform administrative tasks in support of service center processes.
- An initial point of contact to HR, to provide information and services in all stages of the employment life cycle (i.e. onboarding, job changes, retirement) as requests are received.
- Uses a case management tool for recording and administering requests and may assist other service center employees with opening, recording, processing, or closing cases in the tool.
- Answers general questions regarding portal navigation and HR/Payroll policies and procedures, referring to an online knowledge base for information and guidance. Assist with complicated or sensitive tasks, providing knowledge transfer where possible.
- Assists team members in defining their question or issue and determines whether the request can be resolved by or requires a referral or escalation to other HR centers of expertise (CoEs). Advocates and facilitates escalated inquiries as needed.
- Ensures timely and accurate processing of HR transactions in accordance with defined policy and procedures as well as any federal, state or regulatory requirements. May include employment, payroll, health and welfare benefit eligibility/enrollment, leaves administration, onboarding, orientation, HRIS systems and other matters that occur during the employment life cycle.
- Processes, electronically stores, and confirms the integrity of various HR documents while maintaining the confidentiality of the documents entrusted to the HR.
- Performs a variety of duties that may include, but are not limited to, setting up and maintaining paper and electronic files and records, producing correspondence and reports, copying, faxing, transmitting, scanning and mailing materials, taking and relaying messages.
- Verifies the completeness of team member information in accordance with established procedures, executes record changes to team member status as necessary in a variety of HR systems including but not limited to the HRIS, and other data management systems in collaboration with outside vendors.
- Assists with development and updates to standard operating procedures for HR Service Delivery processes and practices to support efficient and effective administration.
- Serves as a partner to other HR teams as needed to support and meet business needs.
- Processes and confirms the integrity of various HR documents and information while maintaining the confidentiality of the documents and information entrusted to HR.
- Facilitates positive relationships and communications between team members and departments, through various means, such as attending meetings, having one-to-one communications, and generally being visible and accessible to colleagues.
- Adopts a mindset of continuous improvement and commitment to enhancing service delivery to customers.
- Actively participates in team huddles and meetings and training sessions by sharing expertise and experiences.
- Provides updates and feedback in a positive, professional manner.
- Communicates concerns through appropriate outlets with a focus on mutual respect and understanding.
- Cross train to ensure working knowledge of various tasks within the department in order to back-fill and/or provide support to the team as needed.