HR Shared service associate
HR Shared service associate
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Job Description
The HR Shared Service Associate role is responsible for providing front line HR support to all employees.
The HR Shared Service Team Associate role responds to all HR inquiries from employees managers and executives ranging from simple questions to complex requests that may require research and follow-up for resolution. The HR Shared Service Team Associate will respond to inquiries through several channels including telephone contact and e-mail requests. In addition the HR Shared Service Team Associate is responsible for the administration of HR processes with an emphasis on HR transaction processing including HR data entry workflow monitoring and approvals and other HR transactions in HCM systems.
Role / Responsibilities:
Inquiry Management
Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g. phone email) by following appropriate resolution/assessment methodologies (e.g. investigating and research) utilizing HCM systems educating customers (HRBPs Managers & employees) on HR technologies and self-service tools and determining appropriate course of action or escalation for emerging issues
Accurately log all service requests; monitor and follow up on all cases to ensure prompt resolution on behalf of employees and managers
Partner with internal SMEs to effectively handle case transfers and ensure a smooth employee experience
Consistently utilize HCM systems and contribute new or updated information to maintain an accurate and consistent knowledge base in support of customers peers and the larger HR Shared Service Team
Enhancing customers level of understanding by educating and influencing them to utilize self-service support
Provide customer support that generates a high level of customer satisfaction and inspires confidence through effective communication expert knowledge and efficient escalation to resolve issues
Communicate effectively (written or verbal) matching customer style needs and level of understanding to support optimal customer interaction including accurate support for available customer support channels (phone email case management)
HR Administration:
Become a subject matter expert and skilled end user for HRIS and other technologies. Monitor and manage HRIS workflows.
Research and fix employee data inconsistencies in HRMS systems
Identify process improvement opportunities focused on enhancing the Service Teams ability to be effective and efficient
Qualifications:
Excellent customer service skills
Attention to detail and ability to work independently
Excellent written oral and interpersonal communication skills
Ability to handle multiple concurrent tasks and changing priorities
Strong collaboration and teamwork skills.
Comfortable and experienced in processing workflow transactions and data changes using Oracle HCM.
Knowledge of case management systems preferred
Experience : 2 to 5 years
Employment Type
Full-time
