Senior Workflow Analyst

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SR Workflow Queue Analyst (P2)

Job Description

The Service Center Workflow Senior Analyst (Queue Lead) is a senior role reporting into the Service Center Leader. This role will support all Business Units in Americas and will provide direct and indirect support to employees managers and HR professionals through a Shared Services Model. The Services Center Workflow Queue Lead will leverage their knowledge of case management systems customer feedback historical interaction data trend data policy and procedures process improvement tools to meet or exceed defined goals and objectives. Utilizing strong analytical skills this role will produce insights and visual management presentations on a weekly monthly quarterly and annual basis to assist senior management in workflow optimization and workload forecasting. This role will help to improve the operational efficiency of the Service Center by ensuring that workload is managed effectively. This role will include interpreting researching analyzing resolving routing and escalating inquiries related to all requests and transactions in a timely manner that come into the Service Center via various channels.

Key responsibilities

• Improved consumer experience and satisfaction by driving the timely resolution of cases by applying triage and case routing best practices.
• Use business knowledge and judgement to determine prioritization of cases and escalation routing to expedite case resolutions.
• Analyze existing business workflow and identify opportunities for process improvements.
• Contribute to implementing process improvement initiatives automation and self-service capabilities to improve customer satisfaction and operational efficiency.
• Conduct trend analysis on large sets of data related to case volumes and categories (e.g. HR Payroll Technology Benefits etc.) to provide insights to Service Center and functional leaders.
• Identify and recommend enhancements to content for resources and articles to increase utilization and effectiveness of our knowledgebase.
• Prepare and deliver presentations that clearly convey opportunities to enhance customer experience and simplify our processes.

Required: Experience/Qualifications

• Bachelors degree or equivalent work experience preferably in HR.
• Over 4 years of relevant experience in customer service call center or HR-related roles.
• Experience with HR policies and procedures or other relevant Hr areas of expertise (i.e. Compensation Benefits Payroll Talent Management Recruiting etc.)
• Advanced knowledge of Case Management systems (Preferred ServiceNow)
• Superior customer service orientation with excellent problem-solving skills
• Ability to interact and partner with senior management.
• Ability to leverage insights and utilize good judgment skills specifically for escalations and case resolutions.
• Strong organizational skills and documenting ability with meticulous attention to details.
• Excellent verbal and written communication skills able to engage effectively with all levels of the organization.
• Proficient in MS Office applications.
• Proven Ability to work with highly sensitive and confidential material and possess good business judgment and ethics.

Required qualification:

• Bachelors degree or equivalent work experience preferably in HR.
• 4 years of relevant experience in customer service call center or HR related role
• Excellent communication skills.
• Fluency in English (written and spoken)

JOB DESCRIPTION

Title: Senior Analyst HR Operations

Job code: HRMHROP2

FUNCTION AND DISCIPLINE

Function: Human Resources

Discipline: HR Operations

Function description: Develops implements and manages

human resource programs and policies to best achieve the

organizations objectives. Plans for and anticipates short- and

long-term human resource needs following current trends.

Ensures current employees have skills necessary for

development and future organizational requirements.

Oversees implementation of human resource policies

including administration of compensation and benefits

programs management of workforce diversity and

maintenance of human resources information systems.

Discipline description: Drive the execution and continuous

improvement of centralized processes and HR transactional

support. Develop and document standard processes manage

key HR systems and implement solutions to advance the

efficiency and effectiveness of HR service delivery in line with

current regulations business controls and established service

level agreements. Perform data analysis collaborate with HR

to ensure accurate and timely execution for HR processes

identify areas of opportunity and troubleshoot issues.

Partner with external vendors as needed to ensure effective

employee and business support.

JOB LEVEL

Job level: P2

JOB LEVEL DESCRIPTION

Established and productive professional contributor.

Has theoretical to advanced knowledge of work area.

Problems faced are difficult and may be complex.

Works autonomously with limited supervision.

Influences others within the work area through

explanation of facts policies and practices.

PURPOSE

A customer focused pro-active energetic and collaborative

role within the Human Resource Operations shared service

function. The HR Ops team will function across the business

and will provide support to employees managers and HR

professionals. In this exciting role you will research analyze

and respond to simple to complex HR inquiries. Including:

candidate reimbursement onboarding managing invoices

and handling letters of employment for Visas and

Immigration. Additionally merit and bonus cycles salary

survey participation annual benefit enrollment and provide

data for any grading or job evaluation requested by the

business.

RESPONSIBILITY STATEMENTS

Provide a consistent timely accurate and customer-focused

HR administration service to key stakeholders and

customers contributing to the HR Ops overall vision and

strategy.

Support the processing of organizational HR information

utilizing various HR systems.

Validate and audit data to ensure data integrity.

Serve as an employee and customer advocate who

specializes in creating a culture focused on exceptional

customer service.

Interpret and ensure compliance to simple and complex

policies and procedures.

Foster develop and maintain strong internal and external

relationships with key vendors.

Utilize multiple online systems to research analyze

troubleshoot issues complete requests and help resolve

employee manager and HR needs.

Utilize the case management system to document and

escalate inquiries.

Educate employees on HR services and encourage use of

self-service tools.

Identify opportunities for enhancements automation and

continued self-service.

Be a subject matter expert for all relevant services

processes and policies.

Work collaboratively with all areas to ensure targets are

met and/or exceeded and company initiatives are

supported.

Responsible for achieving internally-set quality standards

and identified goals and metrics.

Create content or knowledge articles and training tools to

include in the external/internal knowledge base and

continually share with team and clients.

Support the onboarding process for the business.

Special Projects and any other duties assigned by the

manager.

S

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity color religion gender sexual orientation or identity national origin age disability protected veteran status or any other characteristic protected by law.

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