Sr HR Operations Specialist

We are looking for an Sr HR Operations Specialist to join our Raleigh team! The Tier 2 HR Operations Specialist provides advanced operational support for complex HR inquiries and transactions that require deeper expertise judgment and cross-functional coordination beyond Tier 1.

This role is responsible for resolving exception-based and sensitive issues ensuring consistent application of HR policies and processes and addressing root causes to reduce rework. The Tier 2 Specialist partners closely with HR Transformation & Operations (HRTO) HR Technology Payroll Centers of Excellence (COEs) and HRBPs to strengthen service delivery and improve end-to-end process performance.

At Ralliant this role is critical to stabilizing core HR operations improving process design and ensuring the HR operating model functions effectively at scale.

This is a hybrid role with three days in office at our North Hills HQ.

Key Responsibilities

1. Tier 2 Issue Resolution (Primary Focus)

• Resolve escalated cases from Tier 1 requiring:
  • Advanced policy interpretation or exception handling
  • Cross-functional coordination (e.g. Payroll Benefits HR Tech)
  • Review of historical transactions or employee records
  • Elevated judgment or sensitivity
• Manage complex issues across areas such as:
  • Multi-step payroll corrections and retroactive adjustments
  • Benefits escalations and vendor coordination
  • Complex leave and absence cases
  • Data corrections with downstream system implications
• Own cases end-to-end ensuring accuracy timeliness and clear communication
• Serve as a trusted escalation point while minimizing unnecessary involvement of HRBPs and COEs

2. HR Systems Data & Operational Execution

• Execute complex HR transactions in core systems (e.g. Oracle ServiceNow)
• Analyze and resolve data integrity issues across systems and processes
• Generate create and analyze standard and ad hoc reports
• Identify root causes of recurring errors system gaps and manual workarounds
• Ensure compliance with established controls policies and audit requirements
• Partner with HR Tech and HRTO to test validate and refine system or process changes

3. Escalation Management & Cross-Functional Coordination

• Act as the primary owner of Tier 2 cases coordinating across:
  • Payroll
  • Total Rewards
  • Employee Relations
  • Legal
  • COEs
  • HR Technology
  • HRBPs (as needed)
• Set clear expectations with employees and managers regarding resolution timelines and next steps
• Ensure issues are resolved effectively without re-escalation or recycling
• Escalate to Tier 3 or specialized teams only when appropriate with complete context

4. Process Improvement Simplification & Automation

• Identify systemic issues through analysis of case trends escalations and rework
• Translate operational challenges into clear problem statements and improvement opportunities
• Recommend and support solutions that:
  • Strengthen internal controls
  • Simplify workflows and decision points
  • Reduce manual effort and error risk
  • Enable automation and self-service
• Partner with HRTO HR Tech and COEs to drive scalable improvements
• Support process stabilization redesign initiatives and continuous improvement efforts (e.g. RBS tools)

5. Knowledge Management & Tier 1 Enablement

• Strengthen Tier 1 capability by:
  • Enhancing knowledge articles SOPs and decision frameworks
  • Clarifying escalation criteria and thresholds
  • Providing guidance on recurring issues and trends
• Reinforce consistent application of HR policies and practices
• Improve upstream resolution rates by reducing avoidable escalations

6. Customer Experience & Professional Standards

• Manage complex and sensitive interactions with professionalism empathy and clarity
• Maintain strict confidentiality and data privacy standards
• Represent HR as a unified function ensuring seamless and consistent communication
• Balance employee experience with operational discipline and policy adherence
• Model and reinforce Ralliants HR operating model through day-to-day execution

What Success Looks Like

• Timely and accurate resolution of complex Tier 2 cases
• Measurable reduction in repeat escalations and chronic issue areas
• Improved quality of Tier 1 inputs knowledge content and case handling
• Reduced defects rework and downstream corrections
• Clear visibility into systemic risks and improvement opportunities
• Strong trusted partnerships across HRTO HR Tech and functional teams

Required Qualifications

• Bachelors degree in Human Resources Business or related field (or equivalent experience)
• 36 years of experience in:
  • HR operations shared services payroll benefits or HR systems or
  • Complex case management in a process-driven or regulated environment
• Strong experience with HR systems (e.g. Workday ServiceNow or similar platforms)
• Demonstrated ability to manage and resolve complex cross-functional issues
• Strong analytical thinking and written communication skills
• Ability to operate effectively in ambiguous or exception-based scenarios

Key Skills & Attributes

• Strong operational judgment and structured problem-solving capability
• Ability to identify root causes and drive sustainable solutions
• Comfortable working across teams systems and processes
• Clear and composed communicator in high-impact situations
• Continuous improvement mindset with focus on simplification and scalability
• Ability to balance employee experience with consistency controls and compliance

Why This Role Matters at Ralliant

As Ralliant continues to scale in a post-spin environment the Tier 2 HR Operations Specialist plays a critical role in:

• Stabilizing and strengthening core HR operations
• Reducing escalation volume and dependency on HRBPs and COEs
• Improving data quality system reliability and process consistency
• Enabling safe and sustainable adoption of automation self-service and AI
• Ensuring the HR operating model is executed effectively in practice

This is not escalation for escalations sake. It is a critical problem-solving and improvement role focused on ensuring HR services are reliable scalable and continuously improving.

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