HR Shared Services Representative

Role: HR Shared Services Representative

Location: Bethlehem, PA (Hybrid)

Duration: Contract

Rate: $20 - 25/hour

Job Description:

As a Human Resources Shared Services Representative, you will provide HR support for complex requests in the HR areas of Benefits, Payroll, Colleague Relations, Performance, and Workday business processes. In addition, identify process improvement opportunities, trends, develop and enhance internal standard operating procedures to provide valuable and thoughtful resolutions, independently manage work within established timeframes with a high degree of care, accuracy, and quality.

You will:

·         Answer calls with a smile in your voice while showing empathy where appropriate.

·         Be an active participant in the modernization of HR Service Delivery technology, including AI.

·         Cross-train on VISA and Immigration work.

·         Participate in (and sometimes facilitate) ongoing training.

·         Perform complex HR administrative support work in the realm of Workday, Benefits, Talent Management, Talent Acquisition, and Colleague Relations.

·         Anticipate the further needs of a customer and provide thorough responses (email and telephone).

·         Collaborate and serve as a point of contact for the HR Centers of Excellence (COEs) and My HR stakeholders for all new and existing work requests to drive successful execution of new and existing offerings.

·         Research and resolve complex colleagues’ questions, including Workday issues and transactions.

·         Take the initiative to utilize data and metrics to address customer pain points, recommend process improvements, and develop internal documentation/reports to ensure customer satisfaction (CSAT), service level agreements (SLAs) and quality improvement adherence.

·         Ensure standard operation procedures (SOPs) are continually reviewed with an eye on our colleague experience and simplicity with processes.

·         Research and resolve complex colleague questions, including Workday issues and transactions.

·         Take the initiative to utilize data and metrics to address customer pain points, recommend process improvements, and develop internal documentation/reports to ensure customer satisfaction (CSAT), service level agreements (SLAs) and quality improvement adherence.

·         Partner with leadership to ensure maintenance and upgrading of the case management system, including KB.

·         Participate in the testing of system updates and enhancements.

·         Build colleague trust and display empathy by providing accurate information.

·         As needed, assist with Auditing My HR work for accuracy, and tracking and maintaining processes that support the execution of our objectives and key results (OKRs) around customer satisfaction (CSAT), service level agreements (SLAs) and Quality.

·         Support the HR Transformation work by becoming involved in related projects.

You have:

·         High School Diploma/GED required

·         One or more years of Contact Center and/or relevant experience is required; two years is preferred

·         Requires a minimum of two years and up to four years of Human Resources experience

·         Consistently demonstrated high-quality quality assurance (QA), service level agreement (SLA), and customer satisfaction (CSAT) delivery and feedback. (required)

·         Built credibility with associates and are a valued partner to the Audit team and Team Leads

·         Experience and comfort navigating Workday; Workday Reporting is preferred.

·         Proven ability to follow existing processes with superior attention to detail.

·         Functional skills and leadership behaviors aligned to Client’s HR Capability Model:

o   A natural curiosity to learn about the business, HR function, and industry within which you’re working. (Business Acumen)

o   The ability to fact-find for a complete understanding of colleague concerns, identify colleague’s issue and make high-judgement decisions. (Strategic Thinking)

o   Experience in building relationships and collaborating with colleagues at all levels. (Relationship Management/ Collaboration)

o   Exceptional communication and organizational skills and the ability to prioritize in a fast-paced environment. (Agility)

·         Exceptional communication and organizational skills and the ability to prioritize in a fast-paced environment.

The ability to fact-find for a complete understanding of colleague concerns, identify colleague’s issue and make high-judgement decisions.