HR Coordinator

The People Solution Center (PSC) HR Generalist p osition is responsible for managing a wide variety of employee data updates, requests and inquiries, which requires a commitment to providing an excellent internal customer/client service experience , the ability to understand and apply HR policies/procedures and the ability to sensitively and compliantly handle confidential employee information. Additionally, this role will work with the HR Centers of Excellence regarding continuous improvement, knowledge of trends, best practices and new technologies in HR; will develop and maintain usage reports; and research and respond to questions and concerns through a centralized phone, ticket management system network and case tracking tool.

Respond directly to managers and employees, providing information regarding, and interpretation of, HR processes, practices and procedures. Document cases including steps to resolution and assume or assign ownership of cases.

In addition, it is responsible for the administration of enterprise HR programs, policy interpretation, and for providing overall administrative support to the HR process where applicable. Take administrative ownership of enterprise HR programs as assigned (i.e., employment verification, tuition reimbursement, vacation donation, etc.). Maintain and manage employee data forms, records, and reports.

Manages People
No

Job Specific Qualifications

• BA/BS - with 0 zero experience; in lieu of degree - 4 years relevant professional work experience
• Ability to learn and apply HR practices, policies and procedures
• Ability to learn and use various HR systems and data sources such as SAP/HR Module
• Excellent verbal, written and interpersonal skills
• Strong analytical, decision-making and problem-solving skills
• Ability to work collaboratively with others to resolve complex issues
• Excellent knowledge of Microsoft Office including Word, and Excel
• Ability work independently, manage competing priorities, prioritize work, and meet deadlines and targets
• Ability to maintain confidentiality and handle sensitive information
• Flexible to change and be a team player

Job Responsibilities

• Perform Tier 1 HR operations and ensure any cases that require escalation are completed within the requisite service level agreement. Tier 1 operations include employee status/pay changes including terminations; org structure changes; exit survey support; job description updates, people reporting changes, sensitive and confidential employee relations case history research; invoice and purchase order support.
• Manage work and inquiries that will come through various databases and channels including Ask HR, a new HR contact resource launched in August of 2023. Demonstrate judgment in knowing when to escalate an issue or concern.
• Ownership for the research and resolution of complex inquiries/complaints and urgent exceptions from business area and/or HR.
• Create, assign, escalate and resolve cases in accordance with standard operating procedures, policies. Respond to and resolve support to all employee/stakeholders at all levels.
• Responsible for compliance with the document management processes within the PSC, ensuring that all required documentation is filed/scanned accordingly to employee personnel records and archiving; Ensure adequate process documentation and controls in place to reduce errors.
• Act as a change agent: advise and educate managers and employees on self-service tools where available; Monitor and manage HR employee ticketing system (Ask HR) to ensure requests are being resolved; create additional FAQs for further support. Provide other support within the People Solutions Center as assigned.
• Participate in continuous improvement workshops and projects and actively contribute recommendations and suggestions to improve service, efficiency, employee experience, etc. Participate in suggesting solutions to issues and provide sound fact-based rationale to solve problems. Collaborate with PSC Leadership, Subject Matter Experts, HR COEs, and user groups to ensure overall operational effectiveness that aligns to the HR organizational strategy.