This position acts as the first point of contact for HR inquiries, identifying and delivering solutions to employees and People Leaders. This role executes processes, delivers services, and conducts the day-to-day operations in their assigned function/service area team. This position is empowered to support and perform transactional activities required to enable HR business processes and drive a best-in-class employee experience.
**Key Responsibilities**:
- Perform HR Solutions tasks with high complexity under limited to no direction. Act as first point-of-contact for all HR inquiries, with an employee-centric mindset, expressing empathy in customer service delivery to create a positive, memorable experience for every customer.
- Execute daily service operations by responding to complex service demands and issues as they arise (e.g., volume of calls, staff absence, chat and service portal inquiries, etc.), identifying solutions, and providing HR-related information to employees and people leaders.
- Delegate and escalate inquiries as appropriate but remain responsible for the HR case through completion by tracking progress and providing continuous feedback to requestors on status of their inquiries.
- Lead, plan, and execute HR tasks and activities for their assigned function(s). Provide coaching and knowledge transfer to other team members.
- Leverage E2E process documentation, procedures, work instructions, and Knowledge Base and Case Management content to resolve inquiries quickly and execute day-to-day operational activities and tasks.
- Consolidate and communicate emerging issues/trends from the team's interactions and provide insight that supports continuous improvements (e.g., to reduce inquiry volume, reduce task execution turnaround time) and improve the customer experience.
- Engage in improving HR Knowledge Base and Case Management content for their assigned function, based on their user experience.
- Other incidental duties
**Education and Experience**:
H.S. Diploma or equivalent 4 years of experience in Human Resources Administration or shared services environment Required or
Bachelor's Degree or Equivalent in Human Resources, Business Administration, or related field preferred.
**Additional Skills**:
- Experience with interacting and supporting all levels of management
- Experience managing HR system data
- Experience and understanding of enabling technologies (e.g., case management, employee and manager self-service) and how they work within a customer service business environment (ServiceNow preferred)
- Experience with an ERP system (Workday preferred)
- Full knowledge and understanding of Edwards policies and procedures
- Full knowledge and understanding of HR Solutions. Ability to operate effectively and proactively in a customer service environment with a customer focus and employee experience mindset
- Ability to use appropriate judgment and critical thinking skills involved in escalating issues or other resources in decision making or processing
- Ability to effectively utilize HR technology system(s), resource material, and websites to accurately capture, track, and follow-up on information related to inquiries
- Ability to interact with all levels of employees to resolve difficult issues
- Ability to manage high workloads and conflicting priorities, both in support of the HR team and their customers or employees
- Attention to detail and high work standards in support of accurate delivery
- General understanding of employment legislation and compliance for the relevant jurisdiction
- Excellent verbal and written communication skills
- Solid analytical and problem-solving skills required
- Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control