HR Operations Specialist

Overview

The HR Operations Specialist will be instrumental in building out and managing our new HR Service Center. This role will develop the knowledge base and respond to employees on questions pertaining to Human Resources topics which may include benefits, payroll, recruiting processes, employee and manager self-service items, policies, procedures and programs. Provides support for the administration of HR policies and procedures. Effectively communicates with all team members in HR and all employees.

Responsibilities

· Lead the implementation of an HR Service Center support model including a technology platform that enables effective tracking and reporting

· Serve as a first point-of-contact for current, former employees and prospective candidate’s questions on all HR related topics by utilizing the HR Knowledge base and HR systems

· Interpret, develop and implement new knowledge base topics, intranet content and communications for HR related questions and inquiries

· Receive inbound calls, emails and tracking tickets from employees through a centralized process

· Respond and provide consulting to questions accurately, timely and through an effective communication channel

· Escalate cases to appropriate Centers Of Excellence (COE) if additional expertise is required

· Document all emails and calls in real-time within the HR Service Center’s case management software application

· Administration support of Compensation, Benefits, New Hires, Terminations, Training, employment verifications and Payroll

· Process updates and changes in the HCM System

· Review policies, procedures & internal resource materials, through work experience develops knowledge of all subjects handled by HR Shared Services in a continuous learning environment

· Manage open cases to resolution in shortest possible timeframe while keeping the employee regularly informed of status and anticipated resolution timing

· Meet key performance measures such as call quality and other SLA’s including time to complete transactions

· Provide reporting and metric information used to base communication topics, story boards and intranet updates on

· Oversee and manage the administration of employee leave programs, including FMLA, disability, and other leave policies

· Provide guidance and support to employees and managers regarding leave entitlements, processes, and documentation requirements

· Ensure compliance with federal, state, and local leave laws and regulations, maintaining up-to-date knowledge of legal requirements

· Perform various HR tasks/projects as assigned

Qualifications

Education & Experience

Required:

· Bachelor’s Degree or 4 years of equivalent work experience

· Minimum of 4 to 6 years of applicable HR related experience

 

Preferred:

· Previous experience working in a HR service center environment

· HR Certification

· Knowledge of FMLA, Workers Compensation ADA, PFL, and Disability processing

 

Knowledge & Skills

· Proficient in Microsoft Office (specifically Excel, Word, and Outlook)

· Working knowledge of HR principles, practices and procedures

· Proven customer service and follow-through skills including patience and comfort engaging with challenging callers/situations

· Ability to interact effectively with all levels of professionals

· Ability to work in the gray and independently problem solve

· Able to effectively manage multiple employee requests in a timely manner and adapt to change within a fast-paced business environment

· Develop and Deploy professional and relevant communication (written & oral) and listening skills with the ability to ask probing questions, understand concerns and resolve issues

· Focused attention to detail along with established organizational skills

· Ability to maintain strict confidentiality

· Exercise good judgment and maintain a positive and professional demeanor

· Ability to deliver high quality customer service consistently in a professional manne

Below is the starting salary range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.

$52,500 - $73,500
Additional benefits:

exempt - Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.