The Specialist People & Culture Service Operations role is responsible for responding to advanced and complex inquiries from employees, executing People & Culture transactions and data reporting using Workday and other systems. The role includes handling elevated and escalated requests, updating employee data and assisting employees directly by performing consultative actions or through third-party vendors. This role requires great attention to detail and an appetite for constantly improving People & Culture system, processes, and reports.
What You'll Do:
Provide excellent customer service in response to elevated and complex P&C inquiries from employees, P&C business partners and managers via multiple intake methods such as email, chat, phone or ticketing systems
Resolve inquiries accurately and timely by accessing knowledge guides and information in multiple HR systems.
Utilize a case tool for capturing all inquiries, customer information, case data, updates as well as communicating the resolution to requestor or escalating more complex issues to appropriate team.
Has acute knowledge gained from operating within a P&C Tier 1 customer care environment across local benefits, talent acquisition & Workday data maintenances processes and policies.
Perform employee data maintenance directly including mass EIB loads into the Workday system and provide business process data mapping validation
Act as an escalation point for Tier 1 and Utilize the case tool for capturing all inquiries, customer information, case data, updates as well as communicating the resolution to requestor.
Perform deep benefit administration transactions and processes, consult with employees on health, welfare inquiries, engage internal stakeholders such as payroll for accurate payroll deduction processing and work with third-party vendors or government agencies to ensure compliance.
Handle executive requests, elevated inquiries and employee escalations timely and accurately.
Support recruiters, candidates directly and perform all recruiting administration scope of service transactions.
Effectively communicate HR policies and programs while listening and explaining sophisticated subjects.
Manage workload efficiently to fulfill commitments in accordance with established service level agreements (SLAs).
Requirements: Bachelors Degree in IT, Business or related field or equivalent work experience.
2-4 years prior experience working in a P&C or HR contact center/Shared Service or operations environment supporting inquiries and transactions across multiple HR or P&C functions such as benefits, employee data maintenance, recruiting.
2-4 years of Workday HCM, EIB mass load experience and reporting experience.
A genuine interest in working within a HR or People & Culture operations team.
A passion for excellent customer service, adaptable & flexible.
Excellent verbal and written communications in English.
Ability to multitask and work effectively and efficiently, delivering high-quality work in a fast paced, changing work environment.
Ability to comply with handling sensitive and confidential employee data
Works under general direction; must be able to work independently.
Ability to utilize knowledge guide materials in performing research and answering inquiries.
This position is open to all candidates.