The Human Resources Colleague Services Associate is responsible for performing general HR related tasks in a virtual/remote shared service environment supporting multiple companies around the globe.  Tasks are associated with one or more of the following functional areas:

• Talent management
• Talent acquisition and onboarding
• Data administration and auditing
• Payroll and compensation
• Benefits administration and exit and absence management. 

S/he resolves and/or escalates colleague inquiries via multiple channels (company portal, live chat, phone, online messaging tool) as well as supports and conducts online transaction processing, and provides general customer service, as all while ensuring data security and quality.

Responsibilities

As needed, resolves HR process and policy questions and colleague inquiries which are raised through multiple communication channels, escalating where appropriate. Helps to build and leverages knowledge management solutions to complete inquiries and transactions. Acts as subject matter expert for a defined functional area(s), identifies improvement opportunities and develops and implements solutions. Works to meet expected service levels and business performance goals. Documents all cases in case management application and follows up as needed

Provides support to managers and colleagues who are processing HR transactions online in a self service environment. 

Ensures consistent application of HR policies and state, federal, and / or country laws and practices. Generates and contributes ideas to improve processes or performance on a continuous basis. Demonstrates empathy to the colleague’s situation and speaks in a manner / tone the colleague can understand. Takes full accountability for ensuring a timely and quality resolution for all inquiries and issues

• Supports change programs and initiatives
• Supports colleague engagement and cultural programs and initiatives
• Performs special projects and related duties, as assigned

KSA-Knowledge, Skills, Abilities

Knowledge of HR functions, processes, and operations, including talent management and talent acquisition, data administration, and/or compensation / benefits administration preferred. Ability to accurately collect information and ask probing questions in order to understand and assess the colleagues’ needs and situation

• Strong verbal and written communication skills
• Strong customer service skills including ability to diffuse challenging situations
• Ability to prioritize workload and provide timely follow-up and resolution
• Skilled in conducting research and using existing knowledge to resolve inquiries
• Ability to exercise independent judgment, identify continuous improvement opportunities and develop and implement solutions
• Ability to work effectively in a fast-paced, self-directed team-based environment subject to changing priorities and short deadlines
• Ability to maintain confidentiality as appropriate
• Strong attention to detail and analytical skills
• Possesses problem solving skills
• Skilled in developing professional relationships with colleagues, supervisors, and peers

HR Information Systems experience preferred, Workday a plus, Proficient in Microsoft Office software required. Experience managing HR projects is strongly preferred

Prefered Qualifications

Bachelor’s Degree preferred but will substitute 5yrs + of exp. 

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