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 the online portal.
- Processes basic to 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
- Manage transaction workflows in the assigned region
- Respond to all employee verification requests and employment reference letters, etc.
- 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 Centers as appropriate.
- Recommend process improvements to drive efficiencies, knowledge, and consistencies in our procedures.
- Role may expand to include responsibilities for administration of additional HR processes
QUALIFICATIONS
Critical Experience:
- 6 months to 1-year related experience
- Ability to follow strict policy guidelines and recognize situations requiring call escalation
- Proficiency 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
Level Description
Professional’ Leveling Guide consists of jobs with a professional nature that require “learned knowledge” most often attained through advanced education and experience. This can include business and/or clinical professionals.
Market Summary
Develops, implements, and maintains human resource information systems associated with the collection, retrieval, accessibility and usage of employee information for Human Resource department planning and activities. Maintains internal database files and tables and develops custom reports. Works with Human Resources personnel to evaluate HRIS software and hardware needs and may design new or modify existing HRIS to meet changing demands.
Impact
• Entry Level position.
• Decisions have a minimal impact on results, productivity and/or expenditures.
Communication
• Interacts with internal stakeholders within own department, as well as external stakeholders which may include clients and customers.
• Influences internal and external parties, who typically have shared interests, to achieve short-term departmental and team objectives. Represents the organization within area of responsibility.
Innovation
• Recognizes and resolves basic, routine, or common problems requiring analytical skills.
• Problems and issues faced are neither difficult nor complex.
Knowledge
• Applies basic theories, skills and practices to accomplish work assignments.
• Typically requires a bachelor's degree without previous experience.
