HR Shared Services Advisor

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 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 offboarding (terminations separations retirements unemployment) HR systems maintenance and troubleshooting document management legal/subpoena/HR file requests 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 5:00 p.m. EST. HR Representatives are expected to work flexible shifts in office within those hours to service our customers and business needs accordingly

This position is not hybrid/remote and will be located at our Hinckley Parkway location in Cleveland OH.

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.

CORE RESPONSIBILITIES AND TASKS

HR SERVICES & ADMINISTRATION:

• Develop and maintain a comprehensive understanding of all HR Shared Services operations processes systems and applicable policies and laws to support our internal and external customers.

• 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 Employee Benefits Retirement & Savings Workforce Management Talent Acquisition Employee Relations/Legal Compensation Concur Financial Shared Services and IT in order to provide assistance and obtain resolution for employees retirees 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 retirement terminations unemployment negotiated vacation time HR system administration and company policies.

• Create and maintain retirement cases by collecting all necessary information from the intended retiree to process retirements in HR Cloud. Notify HR Business Partner of any pertinent details or changes including instruction on how to update timekeeping in UKG.

• 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 HR Business Partners and COEs as needed.

• Provide support for Verification of Employments. Utilize appropriate resources and maintain confidentiality.

• Analyze and process Tuition Reimbursement transactions where applicable.

• Utilize empathy diplomacy & tact to promote positive employee engagement.

• Ensure fairness alignment and consistent practices of policies and procedures as well as adherence to all relevant laws in all situations handled.

• Seek out resolutions and operates 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 and documentation in the various HR systems (HR Cloud UKG ORC OnBase). Ensure data integrity and perform accurate and timely entry.
• Ensure timely and correct responses for all customers inquiries complaints and requests and provide accurate consistent recordkeeping and maintenance of HR records.

• Execute and analyze designated audit reports and collaborate with appropriate groups to ensure data integrity and consistency. Make any necessary corrections or updates in the HR Cloud UKG ORC and Guardian systems.

• Participate in and present during divisional HR Business Partners onboarding and training.

• Provide additional support and training to HR field upon request.

• Support offboarding process including termination review/entry in HR Cloud and enter payout time in UKG at the time of termination.

• 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.

• 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 HR Business Partners Managers and employees to assist with self-service.
• Review triage and resolve assigned cases and HR Cloud transactions within designated Service Level Agreements.
• Leverage SharePoint and Kaleidoscope to obtain information and coach HR Business Partners employees and managers on how to find and use these resources.

COMPLIANCE:

• Partner with Employee Relations/Legal Payroll Benefits and LOA COE teams to ensure appropriate process and policy updates are made to support compliant processing of termination activities and requirements.

• 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

Required:

• Bachelors Degree from an accredited institution is required
• 1 year of human resources or customer service experience
• Must be legally authorized to work in the United States without sponsorship now or in the future for employment visa status
• Must be at least eighteen (18) years of age
• experience using Microsoft Office Excel Word Power Point or Access

Preferred:

• Bachelors Degree in Human Resources or Business
• Bilingual Spanish speaking & writing strongly preferred