HR Service Center Senior Associate

The HR Service Center Senior Associate is responsible for providing and ensuring expertise and administrative support to employees and assisting with efficient and effective delivery of department inquiries. The position will also determine the escalation path after triaging the request and/or issue. The role is accountable for ensuring all transactions are completed accurately. The HR Service Center associate will interact directly with employees in a way that builds trust by providing accurate information and resolving issues. The virtual contact center agent must be able to ask probing questions to fully understand the issue, follow business processes with high attention to detail, use multiple resources effectively to find the right information and communicate effectively to the employee. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position.
The incumbent will provide a variety of project and analytical services to support the Human Resources function including scheduled and ad hoc reporting. The HR Service Center Senior Associate will support processes and systems to deliver a supportive and engaging experience throughout the employee's lifecycle. The position will ensure the delivery of high touch experiences for moments that matter with excellence in execution and a passion for employee service.

ESSENTIAL RESPONSIBILITIES / DUTIES:

In the undertaking of this position, the appointed HR Service Center Senior Associate will procure the following duties and responsibilities:

Operations:

• Support the implementation of the standardized policies and practices associated with HR Service Center to create departmental efficiencies and excellent customer service.
• Manages the content development and maintenance of HR portal information
• Provide technical guidance and counseling to supervisors and employees regarding the considerations and procedures involved in reporting job related injuries/illnesses and the processing of compensation claims.
• Support the creation and deployment of the HR shared services strategy in partnership with HR Business Partners, HR Centers of Excellence and business stakeholders.
• Using established protocols and tiered escalation ensure response to issues and requests from HR, employees and managers.
• Maintain and improve operations by tracking trends of incoming inquiries to identify/resolve issues, support continuous improvement and ensure high service levels.
• Constantly seek and identify opportunities for improvement strategies with the goal of recognizing efficiencies and continuing streamline processes.
• Provide training to Service Center staff, create training curriculum and assist with staff training needs and documentation.
• Develop and lead team projects that enhance the quality or efficiency of the Service Center. Works on special projects comprised of sensitive and/or confidential information about group specific and organizational issues, pertaining to operations, personnel, and budget
• Utilize hospital's values and goals as the basis for decision making
• Create an atmosphere that imparts exemplary customer service by developing and leading a customer-focused effort and continuously improving processes and procedures to meet changing technical and customer requirements in a pro-active manner.

Benefits:

• Responds to benefits inquiries from HR Business Partners and employees on plan provisions, benefits enrollments, status changes and other general inquiries.
• Assists employees regarding benefits claim issues and plan changes due to life events
• Assists with the on-boarding process, including assisting with benefit enrollment and conducting the benefits orientation
• Assists employees regarding benefits claim issues and plan changes due to life events
• Assists with benefit and wellness related communications

HRIS:

• Data entry and maintenance on HRIS and SAP systems to include security, data entry, configuration and auditing to support HR functions.
• Works with the HRIS group to implement portal technology to house HR information for employees.
• Research and report trending systems issues as reported by end users and share findings with the system owner.
• Conduct data quality audits, notify HR Service Manager of potential problems, and identify trends, knowledge-based needs and the provision of management insight.
• Monitor all calls and data integrity reviews, assuring production and quality expectations are being met.

Payroll:

• Perform employee VOEs.
• Validation of payroll data and time card adjustment as well as review against prior payroll.
• Subject matter expert on payroll-related issues and questions.
• Works effectively with the HR Service Center team on creating/maintaining effective interfaces between the New Hire Onboarding tool, HRIS system, 403B administrator system and payroll

Leaves:

• You will provide technical guidance and counseling to supervisors and employees regarding the considerations and procedures involved in reporting job related injuries/illnesses and the processing of compensation claims
• Ability to listen and ascertain the needs of employees; ability to find and communicate accurate information concerning process, policies and procedures; ability to respond tactfully and courteously.
• Respond to leave of absence inquiries while adhering to service levels and providing a Center of Excellence. Document inquiries, requests and escalate Tier 2 inquiries

OTHER DUTIES:

The above statements are intended to describe the nature and level of work performed. They are not intended to be construed as an exhaustive list of all duties required. Other responsibilities may be assigned to other duties as required

EDUCATION:

Bachelor's degree and 5 years' experience (or equivalent combination of formal education and related experience).

EXPERIENCE:

5 years' experience (or acceptable equivalent (i.e., or Associates Degree with a minimum of 7 years' experience in a human resources environment or Master's degree and 3 years of experience).

KNOWLEDGE AND SKILLS:

• Must be highly organized and detail-oriented, have exceptional communications and writing skills, and be able to work both independently and as part of a team. Experience in a leadership role with senior-level professionals is helpful. Must be a team player and have a strong knowledge of help desk or call center technology
• Knowledge of analytical techniques applied to human resource management, project management methodology, researching and analyzing general and statistical information.
• Ability to integrate data from various sources to provide analysis and develop assumptions and trends based on that data.
• Demonstrated proficiency in Microsoft Office platform-Word, Access, Excel, PowerPoint; E-mail. Web/Internet. Ability and willingness to become proficient in Kronos, Workday and other HR related applications.
• Must be able to maintain high level or professionalism in dealings with end-users, colleagues and senior level management.

Equal Opportunity Employer/Disabled/Veterans