HR Representative

Job Title: HR Shared Services Representative
Location: Bethlehem PA (3 days from office, 2 days remote)
Duration: 6 months
We will only accept local candidates to this role.

Position Summary:
Do you have a desire to be part of a collaborative HR Shared Services team? Are you a problem solver who enjoys helping colleagues and working in a collaborative team culture to provide answers and resolutions to complex challenges? If so, Client is seeking a HR Shared Services Representative within the Human Resources Shared Services team (MyHR).

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.
• 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 MyHR 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.
• 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 MyHR 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
• A minimum of one year 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 and/or Manager
• Proven ability to follow existing processes with superior attention to detail.

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

• A natural curiosity to learn about the business, HR function, and industry within which you re working. (Business Acumen)
• The ability to fact-find for a complete understanding of colleague concerns, identify colleague s issue and make high-judgement decisions. (Strategic Thinking)
• Experience in building relationships and collaborating with colleagues at all levels. (Relationship Management/ Collaboration)
• Exceptional communication and organizational skills and the ability to prioritize in a fast-paced environment. (Agility)