HR Shared Services Specialist I

HR SSC Service Specialist I

Reporting to the HR Services Supervisor, the HR SSC Service Specialist I serves as the first point of contact for employee HR inquiries and transactional support. This role is responsible for resolving routine HR requests, processing employee transactions accurately, and escalating complex issues as appropriate. The Specialist plays a key role in delivering a positive employee experience through timely, accurate, and customer-focused service while ensuring the integrity of HR data and processes.

Essential Functions:

• Respond to employee inquiries promptly and accurately through the HR service management platform (Helix), providing clear and professional guidance.
• Serve as the first point of contact for HR-related questions and support requests.
• Escalate complex or specialized inquiries to the appropriate HR Centers of Excellence or specialist teams for resolution.
• Process employee data changes and HR transactions with a high level of accuracy and attention to detail.
• Manage the end-to-end contingent worker creation process, ensuring compliance with company policies and procedures.
• Maintain knowledge of HR policies, programs, and procedures to provide accurate information and support.
• Document inquiries, transactions, and resolutions accurately within HR systems to ensure data integrity and reporting accuracy.
• Collaborate with HR team members and cross-functional partners to improve service delivery and enhance the employee experience.
• Support process improvement initiatives to increase efficiency, consistency, and service quality.
• Ensure compliance with established service level agreements (SLAs) and operational standards.

Education, Skills, and Experience Requirements:

Essential

• Up to 2 years of experience in HR administration, HR operations, case management, customer support, or a related field.
• Strong customer service orientation with the ability to respond to inquiries in a professional, courteous, and solutions-focused manner.
• Experience using HR Information Systems (HRIS), Human Capital Management (HCM) systems, or case management tools.
• Excellent data entry skills with a strong focus on accuracy, quality, and attention to detail.
• Strong organizational, time management, and prioritization skills.
• Ability to manage multiple tasks and meet deadlines in a high-volume, fast-paced environment.
• Strong verbal and written communication skills.
• Ability to maintain confidentiality and handle sensitive employee information with discretion.
• Working knowledge of HR processes and employee lifecycle transactions.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.

Desirable

• Experience working in an HR Shared Services, Service Center, or customer support environment.
• Working knowledge of Workday and BMC Helix platforms.
• Effective problem-solving skills with the ability to assess issues and escalate as appropriate.
• Ability to explain HR policies, procedures, and processes clearly to employees and managers.
• Strong teamwork and collaboration skills with a positive, customer-focused mindset.
• Ability to adapt quickly to changing priorities, technologies, and business needs.
• Interest in continuous learning and professional development within HR operations and shared services.
• Experience supporting contingent workforce administration and employee data management.

Omnicom's policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager. Our objective is to increase this requirement over time, and many of our agencies as well as Omnicom's corporate group already require five days of in-office attendance.

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