HR Shared Services Specialist

Job Description

Job Description

Job Title:  HR Shared Services Specialist - Hybrid NYC

The Specialist, HR Shared Services is responsible for managing complex, high-impact Tier 1 and Tier 2 inquiries and transactions within the Employee Connect (HR Shared Services) model.

Serving as a frontline resource for HR-related cases, this role ensures accurate and timely administration, delivers a high-quality employee experience, and applies sound judgment when escalating matters to the appropriate Centers of Excellence (COEs) for policy interpretation, compliance guidance, or specialized expertise.

The Specialist maintains end-to-end ownership of assigned cases through resolution, builds and shares knowledge across the HR Shared Services team, and contributes to continuous improvement initiatives. This role also identifies opportunities to strengthen processes, increase first-contact resolution, reduce unnecessary escalations, and enhance the overall employee experience.
Key Responsibilities:
HR Administration & Case Resolution

• Manage complex HR and benefits-related inquiries including medical, dental, vision, life, disability, FMLA, COBRA, 401(k), and related programs.
• Provide accurate guidance on eligibility, enrollment, documentation requirements, and process navigation.
• Serve as the Tier 2 escalation point for HR and benefits cases originating within Shared Services.
• Retain ownership of employee cases throughout escalation, serving as the primary point of contact until resolution.
• Prepare structured escalation summaries for the COEs when policy interpretation, compliance determinations, plan design decisions, or exception approvals are required.

Governance & COE Partnership

• Support HR administration within the Shared Services model while escalating policy interpretation, compliance determinations, regulatory interpretation, and plan design decisions to the different COEs.
• Maintain working knowledge of applicable regulations (e.g., ACA, ERISA, HIPAA, COBRA, FMLA, ADA) to ensure accurate administration and appropriate escalation of compliance-sensitive matters.
• Partner with the different COE to clarify tier boundaries and improve case routing discipline.
• Participate in recurring operational reviews to identify trends and strengthen service delivery.

Employee Experience & Case Management

• Deliver timely, professional, and empathetic service to employees and managers.
• Ensure proactive follow-up and communication during case escalation.
• Identify root causes of recurring HR and benefits inquiries and recommend processes or knowledge improvements.
• Support a consistent enablement-based service philosophy aligned with Employee Connect standards.

Knowledge Management & Team Enablement

• Act as a subject matter resource for HR and benefits processes within Employee Connect.
• Train and guide colleagues on common HR and benefits inquiries and documentation standards.
• Contribute to maintaining and updating knowledge base articles and SOP documentation.
• Promote cross-training to reduce single-point dependency within the team.

Systems, Data & Reporting

• Participate in testing HR and benefits-related system enhancements (e.g., Workday updates, configuration changes, process improvements).
• Audit HR and benefits transactions for data accuracy and compliance.
• Support periodic reporting requirements related to HR and benefits administration.
• Identify system enhancement opportunities to improve workflow efficiency and case deflection.

 
Minimum Qualifications:
Required:

• 2+ years of experience in HR administration or HR operations with significant exposure to health and welfare programs.
• Experience handling complex employee HR and benefits inquiries and escalations.
• Working knowledge of employee HR and benefits regulations and compliance considerations.
• Experience using HRIS systems (Workday preferred).
• Strong written and verbal communication skills.
• Demonstrated ability to manage multiple priorities in a fast-paced, high-volume environment.
• High school diploma/GED

Preferred:

• Bachelor’s degree from an accredited institution.
• Experience in healthcare or similarly regulated environment.
• Experience supporting open enrollment cycles and vendor coordination.
• Experience improving case routing or knowledge base documentation.

 
Success Profile:
The ideal candidate:

• Balances technical knowledge with strong customer orientation.
• Exercises sound judgment and know when to escalate.
• Protects compliance boundaries while maintaining employee trust.
• Reduces COE noise by improving Tier 1 and Tier 2 capability.
• Strengthens team knowledge rather than centralizing expertise.
• Consistently identify root causes of recurring inquiries and recommend process or knowledge improvements

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