HR Shared Services Representative

Software Guidance & Assistance, Inc., (SGA), is searching for a HR Shared Services Representative for a CONTRACT assignment with one of our premier Insurance services clients in Bethlehem, PA.

Responsibilities:
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.

• 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.

Required Skills:

• High School Diploma/GED required
• One or more years of Contact Center and/or relevant experience is required
• 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 Firm'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)

Preferred Skills:

• Two years is preferred

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.
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