What success looks like in this role:
Job Description Summary:
- Serves as the primary point of contact for associate inquiries regarding HR policies, programs, and procedures. Escalating and properly routing complex/sensitive issues to the appropriate individuals or departments.
- Accurately and timely process a wide range of HR transactions and maintain associate data in the HR data management system.
- Ensure compliance with company policies and legal regulations in all HR processes.
- May contribute to the design, development and implementation of enhanced foundational and operational processes.
- Identifies opportunities for migration of transactional processes into a shared services delivery model and assesses information and current programs to identify and recommend automation and process improvement opportunities.
Key Responsibilities:
Associate Support and Inquiry Management
- Serve as the first point of contact (email, phone, ticketing system, or chat) for questions related to associate information, onboarding, benefits availment, leave concerns, service recognitions, and HR policies.
- Provide accurate information and guidance, aiming for first-contact resolution.
- Direct associates to self-service tools and knowledge-based articles.
- Escalate complex issues to the appropriate HR Business Partner, Center of Excellence (e.g. Global Rewards, Payroll), and other teams when appropriate.
HR Transaction Processing and Administration
- Process HR-related transactions accurately and on time, which may include New Hires and onboarding paperwork, Associate Data Changes (promotions, transfers, personal information updates), Benefits administration changes and enrolment support, among others.
- Update and manage HR-related trackers
- Release of communications and advisories to associates
- Maintain accurate and confidential associate records in the HRIS (e.g. Workday, Sharepoint)
- Managing Separations process for the exiting associates.
Process and Compliance
- Ensure all HR transactions and processes comply with internal policies and external legal requirements (e.g. labor laws, data privacy)
- Participate in data audits and quality checks to ensure data integrity across HR systems
Continuous Improvement
- Identify opportunities for process improvement and efficiency with the HR Shared Services model
- Contribute to the creation and maintenance of process documentation, FAQs, and HR Knowledge Base
- Participate in projects related to enhancing HR systems, tools and service delivery
You will be successful in this role if you have:
- BA/BS degree with 2-4 years relevant experience OR equivalent combination of education and experience
- Proficiency in using HRIS and HR case management/ticketing system and managing of functional mailbox is a plus
- Attention to Details: Meticulous approach to data entry, record-keeping, and transaction processing
- Problem Solving: Ability to analyze inquiries, identify issues, and provide effective solutions
- Customer Service: Has a strong commitment to providing excellent, customer-focused service with empathy and professionalism
- Confidentiality: Proven ability to handle sensitive and confidential associate information
