Job Description : Job Overview
This position specializes in the full life-cycle of an employee from new hires, promotions, transfers, and pay rate changes to separations.
The work focuses on answering HR, Payroll, Benefit, Stock, and policy questions and resolving issues.
Provides answers, solutions and recommendations for inquires related to HR processes / procedures by utilizing solutions provided by HR SMEs.
Including : phone inquiries, email / web ticketsand walk-in inquiries, follow-up / resolution of escalated tickets, etc.)
Achievesquality and volume targets and maintains customer satisfaction
Requires full familiarity with the HTR systems and processes in scope of Service Center
Main Duties & Responsibilities
Solves generalissues regarding thecustomers’needs and elevates to proper instances when not able to solve individually.
Supports the continuous improvement of HR workflow.
Identifiesescalation trends and opportunities for process change and / or new solutions.
Undertakes all actions required by system and updates DataBasecontinually.
Supports deployment and adoption of any new systems or technology to enhance process in line with Global priorities
Ensures all HR Help processes are performed in compliance with the legal and statutory requirements as well as local business requirements for different countries and within agreed SLAs
Investigatesand resolvesproblems and providessolutions which may involve a network of resources.
Administers / advisesnavigation of supported functions this may include requesting access, granting access and advising clients through screen navigation.
Performs off-phone tasks supporting HR related functions as directed.
Assistsin identifying areas to improve communications and efficiency of operations and implementing changes.
Partnerswith clients in improving processes by recommending solutions and referrals to policies / procedures, SMEs or contracted vendors
Qualifications & Experience
Minimum1 yearequivalent work experiencepreferred
Bachelor's degree or higher from an accredited university
Knowledge of HR Policies & Procedures
Knowledge of HRsystems is an advantage : Workday; SAP,Salesforceor other HR Systems
Fully bilingual (English / Spanish).
Proficient in Microsoft Office Suite
Individual must be detail oriented, self-directed and have strong independent problem solving skills.
The ability to multi-task is inherent in the job responsibilities
Strong communication skills and the ability to work in a team environment
Excellent written and spoken English
Excellent communication and presentation skills
Strong analytical capabilities and demonstrated process improvement
Proactive problem solving and proposing solutions
Ability to work both independently and lead efforts as part of ateam.