Address complex inquiries, handle transactions, and report data using different systems. The role involves handling advanced and raised 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.
The role is a parental leave replacement for 6 months.
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.
Use a case tool to record inquiries, customer details, case updates, and share resolutions or raise complex problems to the right 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
Manage Tier 1 blocking points and use the case tool to capture inquiries, customer info, updates, and communicate resolutions.
Coordinate benefits, assist employees with health questions, coordinate payroll deductions accurately, and 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.