HR Services Analyst

The HR Services Specialist is a service-focused individual contributor responsible for delivering superior customer service and providing quality and timely information to current and former associates (throughout their employment journey or lifecycle) regarding their general HR inquiries. This role will perform administrative tasks supporting service center processes and leverage case management for tracking requests referencing the knowledge base for information, and may transfer or escalate inquiries that cannot be resolved. The HR Services Specialist will serve as a subject matter expert and mentor for the global HR Services team regarding knowledge, HR practices, training, and regulations related to the processing of HR transactions. This role is required to have a deep and broad level of knowledge of HR transactions, interacting with multiple individuals simultaneously, and can multitask, prioritize responsibilities, and demonstrate flexibility in a productivity focused, high volume and fast-paced environment. In addition, this role must adhere to strict confidentiality practices.

• Serve as subject matter expert for HR related inquiries through telephonic and multiple case management channels.
• Maintain a polite, helpful, and professional manner always.
• Provide superior customer service when responding to HR questions regarding payroll, policy, compliance, and other HR inquiries across the organization.
•  Assist global HR Service partners with complicated or sensitive tasks, providing knowledge transfer where possible.
•  Serve as an escalation point of contact for global HR Service partners working to resolve portal navigation and HR/Payroll policies and procedures issues.
•  Field specialized inquiries within the Global HR Services team based on the service level agreement.
•  May seek guidance or transfer for more complex and/or confidential inquiries.
•  Assure information is complete, accurate, and approved by leadership.
•  Perform intake, sort, track, and distribute electronic documents that may be received, and other duties as assigned.
•  Identify common problems and escalate them to leadership, along with suggestions for improvement, where possible.
•  Obtain and share associate feedback with leadership to ensure services continually improve
• Respect associate confidentiality always.
•  Assist with transactions and other responsibilities as assigned according to proper procedure, policy, and direction.
• Participate in audits to uncover opportunities for training peer global HR Service partners and enhancing the knowledge base.
•  Participate in audits in support of driving compliance and accountability.
•  Assist leadership with establishing and improving upon defined HR procedures and processing methods to meet production and performance goals efficiently and accurately.
•  Assist with monitoring and evaluating HR transaction workflow.

 Personal Competencies

· Ability to work independently in a fast-paced environment and to handle multiple, competing priorities

· Excellent written and verbal communication skills

· Analytic thinking and a pragmatic approach to deal with requests

· Living customer centricity through your day-to-day interactions

· The ability to deal with highly personal and confidential information is essential.

· Ability to work well under pressure.

· Ability to adhere to all organizational policies and procedures.

· Active and strategic learning: understanding the implications of new information for current and future problem solving and decision making, as well as selecting and using appropriate training/instructional methods and procedures for the situation when learning or teaching new things

 Academic

· High school or GED

· English Level of a B2+

Experience

· 6 months of experience in share services

· Computer skills and experience

· Demonstrated verbal and written communication skills

· Experience with case management tools, managing Chat, and Microsoft Outlook

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