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The HR Shared Services Specialist II acts as a member of Tier 2 of the HR Shared Services team, providing comprehensive HR support for employees and HR teams. Ensures consistent management and administration of complex and/or high touch processes. Applies continuous improvement practices to support HRSS administration and transformation through projects that will centralize, automate, standardize, or offshore administrative HR processes. In short, this role supports both the operational and transformational work that takes place in the HR Service Delivery department. Provide exceptional, high-volume HR customer service support while applying superior client-focus, communication, and organizational skills.
Major Responsibilities
Employee & HR Support
Delivers positive, prompt, and effective HR customer service to internal customers as an escalation point for complex tickets, related to HR programs, policies, and systems.
· Provide HR data entry and transactional support with high quality and data accuracy.
· Monitor and evaluate HR transaction workflow and volume to meet performance goals.
· Ensure that for each inquiry, accurate and concise information is captured in the ticketing system to allow for an audit trail and production of accurate management information.
· Conduct routine data audits and work with HR to improve compliance with agreed-upon standards
· Collaborate with HR Business Partners, HR Specialists, and internal stakeholders to address complex HR issues and support HR initiatives.
· Support HR Compliance, staying informed about relevant HR policies, procedures, and compliance regulations, ensuring accurate and timely execution of HR processes.
· Support complex and high-touch processes, such as organizational re-designs, offboarding, and offer letter creation
Documentation & Training
· Develop and maintain process documentation, knowledgebase articles, and FAQs for all areas of accountability. Leverage these items daily to provide consistent administration of processes and responses to our customers. Provide oversight to ensure documentation is maintained and kept current.
· Owns the building, updating, and cross-training of HRSS-owned processes for aligned focus areas.
· Supports the creation and audit of employee and manager-facing knowledge content to ensure information is current, clear, and correct. ·
Audit and improve the quality of existing knowledge sources for improved self-service and AI source data.
HRSS Transformation & Continuous Improvement ·
Owns relationship between the HR Shared Services team and assigned COE and HRBP groups.
· Act as a conduit of information on new and existing processes to ensure high quality of support from all HRSS Tiers on assigned subject areas.
· With oversight from leadership, identifies, manages, and implements opportunities to centralize, standardize, automate, and eliminate administrative HR burden from the HR department. · Identifies waste and continuous improvement opportunities for manual or multi-step processes.
· Identify opportunities to transition work to Tier 1 team members (onshore/offshore).
· Proactively build personal knowledge to improve HRSS support for your aligned focus areas.
P roject Support
· Supports the testing of systems enhancements for aligned functional areas. · Ensures project details are cascaded to HRSS team members to support HR and employee questions.
· Special projects as assigned.
Minimum Job Requirements
Eduction :
· Bachelor’s degree or equivalent experience
Certification/ License
Work Experience
· 4 years of Human Resources experience · 2 years working with systems or data entry · 2 years of customer experience
Knowledge /…