Associate HR Services Specialist

Summary:

The Global Business Solution Center (GBSC) is Company&rsquos shared services organization supporting the business in all countries and business units. This position is responsible for ensuring support in resolving inquiries across a breadth of functional areas and supporting programs and processes on a global basis. The organization has team members in several locations throughout the world to provide superior customer service to our employees and align with time zones and language differences.

Responsibilities:

• Provide resolution for Company worker-related inquiries, external customers, and suppliers.
• Respond to customer emails, chats, and phone calls in a timely manner with a goal to resolve within first contact.
• Provide administrative support for involuntary terminations by creating separation agreements, coordinating logistics, and ensuring the termination is entered timely and accurately into the HR system of record.
• Maintain creation of newly created positions and job requisitions, ensuring SLAs are adhered to and key data elements are verified and entered into the HR system of record.
• Support the full worker life cycle, streamlining manager and HR actions by providing guidance and ensuring adherence to processes through workflows and audit requirements.
• Use a case management system to document, track, and log inquiry resolutions.
• Meet or exceed individual daily productivity measures with case and call volumes.
• Work various shifts (days and evenings) to support global case and call volumes.
• Escalate in-scope, complex cases to Subject Matter Expert or Tier 2 when appropriate, with complete documentation on work performed to date, following through on issues until adequately resolved.
• Manage confidential data in a professional manner and according to U.S HIPAA rules and Company confidentiality requirements.
• Ensure audit compliance through transaction processing and approval flows.
• Respond to systems issues and apply judgment when to escalate issues up to senior colleagues and conduct ad hoc research as needed to support the team.
• Assist with the identification of process improvements and, with guidance, participate in the implementation of improvements.
• Promote worker self-service to reduce call and case volume in the future.
• Perform ongoing documentation and procedures maintenance as required.
• Complete simple to moderately complex special projects, as needed.
• Resolve simple to moderately complex issues regarding inquiries and assist with finding solutions.
• Contribute ideas and actions towards the continuous improvement of Helpdesk-related processes.
• Assist with training of new hires and changing programs and business processes.
• Demonstrate comprehensive knowledge of the Knowledge Base tool, relevant data tools, and operations processes.
• Conduct stress tests for the Knowledge Base tool and provide feedback for system improvements.

Requirements:

• Experience performing daily transactions exposure to analyzing work for quality, productivity, and timeliness.
• Experience suggesting process improvement activities.
• Experience in shared services or internal service delivery role preferred.
• 2-4 years of experience.

Required Skills:

• Highly organized, articulate individual with strong customer satisfaction skills.
• Ability to manage multiple tasks simultaneously.
• Strong emphasis on customer service with strong problem-solving and troubleshooting skills.
• High level of accuracy and attention to detail.
• Work effectively in dynamic, time-sensitive, high-volume environments.
• Ability to work with minimal supervision and is collaborative/team-oriented.

Preferred Skills:

• Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word) preferred.
• Excellent MS Office Suite Skills: Excel, Word, and Outlook.
• Workday experience is a plus.

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