Senior Human Resources (HR) Service Center Advisor

HR Case Manager

Key Responsibilities:

• Utilize case management system to document and respond to member inquiries in a professional, sensitive, and customer-focused manner, providing timely and accurate information, clarifying issues, researching answers, escalating unresolved problems, and following through to ensure that each case is fully resolved in accordance with service level agreements.
• Supports life-cycle management of members from recruiting and onboarding processes through termination. This may include activities such as: interview scheduling, background checks, file maintenance, & leave administration.
• Partner with COE on knowledge articles and core processes. Recommends improvements for formatting and usability based on best practices.
• Provide coaching and training for other team members on HR Processes and Procedures.
• Collaborate with stakeholders to ensure HR services meet their needs and align with overall HR strategies. This includes identifying and leading projects related to core HR Processes or Procedures driving to improve accuracy and/or efficiency.

Key Skills:

• Communication Skills: Ability to communicate effectively with employees, managers, and other stakeholders regarding HR policies, procedures, and programs.
• Problem-Solving - The ability to identify and solve complex HR-related issues, such as benefits enrollment errors or payroll discrepancies.
• Compliance Management: Ability to ensure compliance with HR policies, procedures, and legal requirements.
• Project Management: Ability to take a lead role on projects and programs related to HR programs.
• Collaboration: Ability to collaborate with HR stakeholders, such as HR business partners and recruiters, to ensure HR services meet their needs and align with overall HR strategies.
• Technology Skills - An advanced understanding of HR systems and technology, such as HRIS and employee self-service portals. Ability to train new members and other stakeholders as well as lead testing for new solutions or releases.
• Documentation Skills - The ability to accurately document HR inquiries and resolutions in HR systems. Documents procedures and work instructions clearly to update knowledge articles.
• Time Management: Ability to manage multiple tasks and priorities and meet deadlines in a timely and efficient manner.
• Data Analysis: Ability to analyze HR data to identify trends and provide insights to inform HR strategies and decisions.
• Continuous Improvement - The ability to continuously improve HR service delivery and strive to provide excellent customer service.

Other Qualifications:

• Multi-lingual verbal and written skills (Ideally: Polish, English, Bulgarian, German)