HR Representative- Shared Services

This position provides comprehensive HR supportand advisoryservices via phone email cases audits and HR Cloud transactions with a goal of first contact resolution in accordance with Service Level Agreements. Collects the necessary information regarding the request analyzes the situation and determines the policies and laws related to the situation. Uses these facts and previous experiences related to similar situations to determine the appropriate course of action to handle the request. Maintains a confidential and compliant environment with all inbound and outbound correspondence in accordance with company and government regulations. Groups serviced include all U.S vendors applicants candidates employees ex-employees retirees managers HR Business Partners and other internal S-W Departments/COEs.

This position is responsible for all HR support services provided by the SBS Employee Services North America HR Shared Services teams in the areas of Primary areas of onboarding (offer letters I-9 support pre-employment administration) HR systems maintenance and troubleshooting performance management document management legal/subpoena/HR file requests unemployment auditing in accordance with compliance and assistance with customer service help line.

Note: HR Services hours are Monday through Friday 8:30 a.m. to 6:00 p.m. EST. HR Representatives are expected to work flexible shifts within those hours to service our customers and business needs accordingly.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Companys staff employees and business relationships.

HR SERVICES & ADMINISTRATION

• Develop and maintain a comprehensive understanding of all HR Shared Services operations processes systems and applicable policies and laws that impact our internal and external customers.
• Manage all process steps after hiring decision to create a seamless onboarding process by approving/extending offer letter ensuring pre/post-employment checks are passed and Form I-9 and E-Verify are complete. Follow up timely as needed on each step of the process.
• Resolve any system processing issues within the onboarding process as they are encountered. Research and identify the cause and implement any necessary steps to avoid them in the future.
• Plan and prioritize workload and use available resources to ensure agreed service levels are met.
• Act as liaison and build rapport with partner CoEs including HRIT Leave of Absence Payroll Kronos Talent Acquisition Employee Relations/Legal Compensation HR Business Partners Concur Relocation Financial Shared Services Learning and Development and IT in order to provide assistance and obtain resolution for employees ex-employees managers and HR Business Partners.
• Troubleshoot answer questions provide guidance and assist employees managers HR Business Partners and CoEs in areas such as Careers performance appraisal and merit Kronos HR system administration and company policies.
• Use effective and appropriate verbal and written communication skills with all levels of the organization to identify underlying issues and support any related requests.
• Analyze information obtained and determine which policies and laws are relevant to the situation. Use the information to make decisions on action items needed to resolve the situation. Inform or escalate issues to HRBPs and COEs as needed.
• Utilize empathy diplomacy & tact to promote positive employee engagement.
• Ensure fairness alignment and consistent practices of policies and procedures as well as adhere to all relevant laws in all situations handled.
• Seek out resolutions and operate with LEAN mindset providing appropriate training support to HR Business Partners and CoEs when needed.
• Support the completion of HR Cases and other requests by maintaining data in the various HR systems (HR Cloud Kronos Careers OnBase). Ensure data integrity and perform accurate and timely entry.
• Execute and analyze designated audit reports and collaborate with appropriate groups to ensure data integrity and consistency. Process any necessary corrections or updates in the HR Cloud Careers and Guardian systems.
• Participate in and present during divisional HR Business Partner onboarding and training.
• Provide additional support to HR field upon request.
• Review audit and execute HR Cloud transactions for Assignment and Salary/Compensation Changes.
• Review and process any pre-employment screening invoices on or before due date ensuring all charges are allocated to the appropriate Cost Centers. Forward any out-of-scope invoices to the appropriate HR contact for processing.
• Respond to unemployment claims in the United States from initial claim to final decision including new claims fraudulent claims state requests hearings and decisions. Responses include all information needed to process these claims to the benefit of S-W including:
  • Loss prevention protection
  • Compliance with federal and state unemployment laws
  • Favorable impact to S-Ws future unemployment insurance rates and taxes

STANDARDIZATION AND PROCESS IMPROVEMENT

• Analyze tasks assigned and redesign and document each in a Standard Operating Procedure (SOP). Update SOPs as process changes.
• Participate in Transactional Lean Training & become LEAN certified.
• Use the methods & tools learned through LEAN training to identify and implement continuous improvement initiatives to optimize business processes and working practices within the department and/or for the S-W HR community throughout the year.

HR TOOLS & SERVICE LEVEL AGREEMENTS

• Answer phone calls respond to emails and IMs create cases and perform responsibilities within the established service level agreements for each duty assigned.
• Utilize HR case management system to document each request and to escalate work to appropriate teams. Leverage the case management self-service portal with HRBPs managers and employees to assist with self-service.
• Review triage and resolve assigned cases HR Cloud transactions and create/approve offers within designated Service Level Agreements
• Leverage SharePoint Kaleidoscope and SharePoint to obtain information and coach HRBPs managers and employees on how to find and use these resources.

COMPLIANCE

• Review every Form I-9 to ensure it is 100% accurate and submitted within the 3-day USCIS deadline. If not work with HRBP/DC to have it corrected and/or submitted before the deadline and follow up using management escalation procedures as needed.
• Submit/confirm E-Verify is completed for every new hire within required timeframe. In cases of Tentative Non-Confirmation take the appropriate action to bring the process to completion by working with the HRBP/DC to perform their steps of the process accurately and timely and following up as needed.
• Partner with Divisional Employee Relations to ensure compliance and Affirmative Action Planning best practices for offers job changes and union bids.
• Apply discretion and confidentiality in supporting processes and scenarios with sensitive and confidential information.
• Retain and provide employee file data to Legal Loss Prevention and Employee Relations to support investigations.

POSITION REQUIREMENTS

FORMAL EDUCATION:

Required:

• Bachelors Degree from an accredited institution is required

Preferred:

• Bachelors Degree in Human Resources or business-related field

KNOWLEDGE & EXPERIENCE:

Required:

• Minimum 1 year human resources or customer service experience
• Must be authorized to work in the US without company sponsorship now or in the future

Preferred:

• Bilingual Spanish speaking & writing strongly preferred

TECHNICAL/SKILL REQUIREMENTS:

Required:

• Must have experience using Microsoft Office Excel Word Power Point or Access
• Exceptional attention to detail and accuracy
• Excellent verbal and written communication skills
• Ability to analyze situations and interpret facts to make decisions and resolve problems
• Ability to manage multiple simultaneous tasks with minimal supervision
• Demonstrated ability to work in a team
• Adaptability to change
• Ability to make improvements and to continuously improve processes and systems