Associate HR Services Specialist

The Global Business Solution Center (GBSC) is Company’s shared services organization supporting the business in all countries and business units. This position is responsible for ensuring support in resolving inquiries across a breadth of functional areas and supporting programs and processes on a global basis. The organization has team members in several locations throughout the world to provide superior customer service to our employees and align with time zones and language differences.

• Provide resolution for Company worker-related inquiries, external customers, and suppliers.
• Respond to customer emails, chats, and phone calls in a timely manner with a goal to resolve within first contact.
• Provide administrative support for involuntary terminations by creating separation agreements, coordinating logistics, and ensuring the termination is entered timely and accurately into the HR system of record.
• Maintain creation of newly created positions and job requisitions, ensuring SLAs are adhered to and key data elements are verified and entered into the HR system of record.
• Support the full worker life cycle, streamlining manager and HR actions by providing guidance and ensuring adherence to processes through workflows and audit requirements.
• Use a case management system to document, track, and log inquiry resolutions.
• Meet or exceed individual daily productivity measures with case and call volumes.
• Work various shifts (days and evenings) to support global case and call volumes.
• Escalate in-scope, complex cases to Subject Matter Expert or Tier 2 when appropriate, with complete documentation on work performed to date, following through on issues until adequately resolved.
• Manage confidential data in a professional manner and according to U.S HIPAA rules and Company confidentiality requirements.
• Ensure audit compliance through transaction processing and approval flows.
• Respond to systems issues and apply judgment when to escalate issues up to senior colleagues and conduct ad hoc research as needed to support the team.
• Assist with the identification of process improvements and, with guidance, participate in the implementation of improvements.
• Promote worker self-service to reduce call and case volume in the future.
• Perform ongoing documentation and procedures maintenance as required.
• Complete simple to moderately complex special projects, as needed.
• Resolve simple to moderately complex issues regarding inquiries and assist with finding solutions.
• Contribute ideas and actions towards the continuous improvement of Helpdesk-related processes.
• Assist with training of new hires and changing programs and business processes.
• Demonstrate comprehensive knowledge of the Knowledge Base tool, relevant data tools, and operations processes.
• Conduct stress tests for the Knowledge Base tool and provide feedback for system improvements.

• Experience performing daily transactions; exposure to analyzing work for quality, productivity, and timeliness.
• Experience suggesting process improvement activities.
• Experience in shared services or internal service delivery role preferred.
• 2-4 years of experience.

• Highly organized, articulate individual with strong customer satisfaction skills.
• Ability to manage multiple tasks simultaneously.
• Strong emphasis on customer service with strong problem-solving and troubleshooting skills.
• High level of accuracy and attention to detail.
• Work effectively in dynamic, time-sensitive, high-volume environments.
• Ability to work with minimal supervision and is collaborative/team-oriented.

• Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word) preferred.
• Excellent MS Office Suite Skills: Excel, Word, and Outlook.
• Workday experience is a plus.

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