HR Associate Experience Operations Senior Specialist

Job Summary

Respond to associate  inquiries for HR related matters, provide support for associate self-service tools, and provide accurate information about policies, processes, and programs in the areas of payroll, benefits, leaves administration, HR systems, and other matters that occur during the employment life cycle. Resolve associate inquiries on a timely basis, while delivering exceptional customer service. Receive activity through multiple channels such as case management, system notifications, phone calls, and chat service as the first point of contact for HR queries.

Key Tasks & Responsibilities (Essential Functions)

• Responsible for receiving, addressing, researching, troubleshooting, and escalating questions via the Experience Center. Service as a primary point of contact for HR inqueries and requests that cannot be answered and/or completed through direct access.  Answer a broad range of questions regarding benefits, onboarding, employment, compensation, training, policies and procedures (leveraging the organization knowledge base as appropriate). Resolve associate inquiries or issues by applying standard, administrative procedures and agreed practices
• Interpret policies and counsel associates.  Recommend action on requests arising from exceptional circumstances. Escalate non-routine matters/specialized requests to appropriate escalation include People Managers, HR Administration, HR Manager, Strategy Advisors, Payroll, Legal, and Benefits etc. and Centers of Expertise.
• Configures,maintains, and updates functional data such as pay scale levels and pay scale rates within HR system.  Partners with HRBPs and acts as a consultative partner during updates to rate changes, and/or contract negotiation updating ACONNECT accordingly while assuring data quality. Act as a liasion between the AEC and Alight to resolve pay related issues
• Maintains performance against established KPI's (Time to Resolve, Average Handle Time, Average Wait Time, Average Speed of Answer, escalation rates, abandoned calls, etc.), with goals of First Call Resolution and associate satisfaction.
• Lead projects as defined by leadership, which include development of project plan with key milestones and deliverables, lead meetings, provide regular project updates, and adhere to project deadlines.
• Travel independently to various facility sites to conduct training on best practices, conduct listening sessions, and recommend and develop action plans base on associate feedback.
• Tracks issues, questions, and follow up using the Case Management System.  And assist with the development of knowledge articles for HR knowledge portal as needed. Ensures strict confidentiality of all work and information.

Skills and Minimum Experience Required

• Bachelor Degree
• Human Resources experience
• Microsoft office knowledge
• Advanced English skills (preferred)
• Customer service experience (preferred)

Job Requirements

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