Job Summary

The primary focus of this position is serving as the front line for HR related client support globally, performing a range of basic customer service representative assignments under the direction of the HRIS Manager. This individual is responsible for utilizing standard operating procedures to respond to routine HR policy and process inquiries in support of the Human Resources team, Practice Leaders, Practice Operations Professionals, and employees. Our representatives receive and respond to inquiries and transaction requests regarding the HCM system, payroll, benefits, compensation, employee relations, talent acquisition, HR policies, and general human resources matters and ensure an exceptional customer experience. This role will triage inquiries and requests and escalate inquires when needed to the appropriate HR Center of Excellence.

Primary Duties & Responsibilities

Responds to inquiries including, but not limited to, HR policy and procedure, health and wellness benefits, and verification of employment. Responsible for adhering to data privacy retention requirements. Performs audits in support of HR functions and follows SOPs for resolution of issues. Processes all HR invoices assigned with approval of appropriate team. Provides guidance to assist employees, managers and HR with the self-service features of our HCM system and ensures that the inquiry is resolved. Partners with Payroll on employee profit center changes. Assists with job code creations and approval of offer letters for compensation team. Processes SharePoint updates and changes for Human Resources team. Partners with practices to upload employee documents in the HCM UKG. Assists the Learning & Development team by loading monthly Security Awareness courses, and processing the corresponding enrollments. Assists the compliance team on items relating to background checks. Assists with follow-up activities as needed on requests that are unresolved at the time of initial contact. Conducts the necessary communications with functional specialists as appropriate, to resolve issues and communicate the results/findings with the customer. Ensures that emails and chats are responded to in a professional and timely manner. Administers HR policies and procedures that cover multiple functional areas supporting a global audience. Collaborates with other HR Service Center team members to resolve unique and complicated employee issues and to implements process and procedural improvements. Completes other duties as assigned.

Qualifications

Minimum of 1 year HR generalist experience and bachelor’s degree (required). Microsoft Office Suite. HRIS (UKG preferred). Ability to work non-traditional hours to train and partner with US based teams. Highly motivated self-starter with the ability to work independently and prioritize workload. Strong communication skills, as well as effective listening skills with the ability to demonstrate patience, along with empathy to understand where employees are coming from. Experience with working on a remote team ideally working in different time zones. Excellent written communication skills. Excellent interpersonal and collaboration skills to work with different levels of business leadership, business users and functional teams. Flexibility to handle changing work demands.