People Resource Hub & Employee Lifecycle Management Specialist

Job Description

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Job Description

SCOPE

Primary Duties

Provides support services with a high degree of customer satisfaction, expertise, and timeliness. This includes evaluating the issue, quickly interpreting the situation, determining the appropriate resolution, transaction and/or escalation, and communicating the resolution and/or escalation to manager or HR Business Partner. Use independent judgement to resolve or escalate complex employee requests.

Responsible for administration of HR related queries and execution of HR transactions & Employee tickets/queries. The team receives activity through our HCM system, case management system, and automated downstream system notifications, while serving as a central point of contact and/or support for HR transactions and employee queries.

ACCOUNTABILITIES

Epmployee Lifecycle Management

• Initiates and/or approves HR transactions received via multiple channels such as Workday or case management system
• Uses systems to document and escalate as needed following the appropriate processes
• Identifies and researches incoming queries from managers, and HR Business Partners
• Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs
• Understands and utilizes HR systems including Workday and the Employee Portal including Self Service and Case Management
• Performs duties according to service level agreements
• Conducts recurring meetings with HR Business Partners & other key stakeholders/partners

People Resource Hub

• Answer queries regarding HR policy, procedure or the use of HR tools.
• Support via multiple channels (phone, web chat or portal), getting it right first time
• Exceptional customer service, expectation setting, and completing promises so that the employee does not have to come back again to repeat their request.
• Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs
• Understands and utilizes HR systems including Workday and the Employee Portal including Self Service and Case Management
• Educates clients of HR Services available to them and encourages multi- channel tools such as the HR Portal and other systems as needed
• Ensures that documentation and requests meet the policy for each process
• Actively contributes to delivering, maintaining and improving Corporate Services, procedures and processes to increase employee satisfaction, driving performance and achieving results

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