HR Shared Services Specialist

Role Description

We have an excellent opportunity to join our North America HR Shared Services team — a dynamic, centralized center of excellence dedicated to delivering exceptional HR service experiences across the organization. Reporting to the Supervisor, HR Shared Services (NA), in this role you will serve as a trusted HR service provider, offering direct, consultative support to employees, managers, and HR partners through a full spectrum of HR-related services and transactions.

You will be the frontline ambassador of our HR service delivery model — championing employee experience, operational excellence, and continuous improvement at every touchpoint. Your key responsibilities will include, but are not limited to:

• Champion Service Excellence: Perform day-to-day workforce administration operations, functions, and duties while consistently upholding service level agreements (SLAs), performance standards, and key service delivery metrics.
• Deliver Consultative Customer Support: Serve as a knowledgeable HR service resource, providing quality customer service in response to complex and/or escalated inquiries.
• Leverage Service Resources: Utilize FAQs, scripts, and HR knowledge tools to assist employees with inquiries efficiently and accurately.
• Build and Strengthen the Service Knowledge Base: Assist with creating and documenting Standard Operating Procedures (SOPs), FAQs, and call and ticket scripts.
• Ensure Data Integrity Across HR Systems: Evaluate, analyze, and ensure the accuracy of employee data within HR systems.
• Uphold Compliance and Audit Standards: Audit source documents to confirm accuracy, completeness, and compliance of approvals.
• Manage Timekeeping and Payroll Services: Ensure the integrity of the corporate timekeeping system by conducting final reviews of corporate time cards.
• Support HR Process Enablement: Partner with HR business process owners by documenting processes, test procedures, and creating training.
• Participate in Technology Implementation Activities: Engage in pre- and post-implementation activities for new technology.
• Drive Continuous Service Improvement: Provide assistance in process re-engineering efforts to streamline workflows.
• Mentor and Support Tier 1 Team Members: Act as a resource and subject matter support to Tier 1 level team members.
• Deliver Data-Driven Reporting: Create and distribute data management reports using system tools.
• Engage in Cross-Functional Improvement Initiatives: Participate in cross-functional process improvement projects.

Qualifications

• High School Diploma
• 5+ years of experience working in an HR shared services or HR service delivery environment.
• Proficient with Microsoft Office tools.

Requirements

• Associate's or Bachelor's Degree in Human Resources, Business Administration, or a related field.
• Excellent written and oral communication skills.
• Demonstrated ability to manage multiple service requests simultaneously.
• Ability to work both independently and collaboratively.
• Strong analytical mindset with the ability to assess complex situations.
• Self-motivated, highly detail-oriented, and organized.

Benefits

• Medical, dental, vision insurance
• 401K
• Flexible Spending Account
• Health Savings Account
• Accident benefits
• Life insurance
• Disability benefits
• Paid vacation & holidays