Telecommut
Key Responsibilities
- Provides overall leadership for HRSS team members across the employee lifecycle, including escalation as appropriate
- Contributes and maintains ownership of the key responsibilities and deliverables of the HR Shared Services Associate
- Partner with Divisional Human Resources Managers to ensure timely resolution of escalated employee cases.
- Monitors productivity, quality, and customer experience metrics; identifying trends and implementing corrective actions
- Identify process improvements, documentation needs, and automation opportunities to increase efficiency and consistency.
- Partners with HR leadership, HRVPs, and COEs (e.g., Benefits, Payroll) to support other ad hoc initiatives
- Oversees the creation and maintenance of process documentation, workflows, and knowledge base content to increase employee and manager self-service and reduce inquiry volume
- Partnering with the technology team to ensure tools, reporting workflows, and platforms are meeting the needs of the HR team.
- Manage intake, prioritization, and resolution of HR inquiries through Five9 and ServiceNow (SNOW), ensuring timely and accurate responses.
- Coordinate with Payroll to process spot bonuses and employee assistance requests and ensure inquiries from employees are answered in a timely manner.
- Oversee processing of employee lifecycle changes across all HR systems (manager changes, transfers, compensation updates, organizational changes).
- Oversee and ensure timely completion of background checks and pre‑employment requirements.
- Oversee and ensure timely completion of I-9 process and ensure escalations are handled in compliance with federal law.
- Ensure accurate and compliant completion of offboarding documentation, including state‑mandated notices.
- Ensure timely and compliant processing of verification of employment (VOE) requests.
- Initiate leave inquiries in a timely manner by coordinating with the Leave of Absence (LOA) team.
- Oversee the drafting and quality review of new agreements and letters for promotions and transfers.
- 5+ years of progressive HR experience, including HR operations/shared services, HR administration, or employee service delivery in a mid-to-large organization.
- 2+ years of people leadership experience (direct or indirect), including coaching, performance management, and team development.
- Demonstrated experience managing high-volume HR processes (e.g., employee inquiries/case management, HR transactions, onboarding/offboarding administration, job changes, data changes).
- Strong working knowledge of HR policies and employment practices, including confidentiality, records management, and HR compliance basics.
- Hands-on proficiency with HRIS platforms (ADP)
- Advanced skills in Microsoft Excel and strong capability with reporting/metrics (trend analysis, root cause analysis, service-level reporting).
- Proven ability to create/maintain standard operating procedures (SOPs), job aids, and knowledge base content.
- Strong customer-service mindset with experience handling sensitive employee situations with professionalism and discretion.
- Excellent communication skills (written and verbal) with the ability to explain complex HR concepts clearly and consistently.
