HR Direct Associate

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Job Overview

Responding To Inquiries & Processing Transactions:

• Receives and responds to employee inquiries via phone, chat, and the employee portal (G&Me), utilizing a case management system (ServiceNow) to document and provide resolution.
• Provides guidance to employees, managers, and HR on self-service features of G&Me and the HCM system (Workday).
• Processes inbound requests regarding personnel administration, payroll, benefits, and Workday transactions accurately and efficiently.
• Works closely with functional departments (Benefits, Payroll, HR) to ensure process efficiency and information accuracy, adhering to local regulatory requirements.
• Coaches employees and managers through self-service transactions.
• Determines when escalation to functional specialists is appropriate.
• Ensures timely and professional responses to all inquiries, documenting all information in the Case Management System.
• Builds empathy with the customer, understanding their needs through active listening. Ensures decisions and recommendations provide the best customer experience while delivering business value.
• Pivots quickly to refine recommendations and processes based on customer feedback and data insights.
• Translates technical concepts into easily understandable language.
  

Research and Customer Follow-Up

• Performs background research to resolve complex requests, communicating with GMI functional specialists and outside vendors as needed.
• Demonstrates an end-to-end mindset, balancing trade-offs to resolve inquiries effectively.
• Asks relevant questions, challenges assumptions, and identifies opportunities for standardization and improvement to enhance the employee experience.
  

Process, Policy, and System Improvements

• Identifies, reports, and troubleshoots system or process issues affecting customer satisfaction.
• Suggests and implements improvements to processes, procedures, and technologies to enhance service and departmental effectiveness.
• Recommends enhancements to G&Me or other employee communication tools to improve self-service capabilities.
• Applies a "right work, right way" approach, considering technological solutions for efficient service delivery.
  

Adhere to Service Level Agreements

• Customer Service Score
• Call Quality Assurance Score
• Response time of 24 hours (SLA Breach)
• Minimum Ring on and No Answer (RONA)
• Turn Around Time of 3 Days
• Any other SLAs laid down from time to time
  

Letter Generation

• Creates templatized letters for regions (Attestations, Bonafides, Service Letters, etc.).
• Coordinates with stakeholders for letter completion.
• Saves drafts and maintains a letter tracker.
  

Minimum Degree Requirements:

Preferred Degree Requirements:

Preferred Major Area Of Study:

Required Professional Certifications:

Minimum Years Of Related Experience Required:

Preferred Years Of Related Experience:

Example:

• Demonstrated inventory management, customer service, and production forecasting skills
• Can prioritize and complete multiple tasks on tight deadlines
  

Technology Knowledge Preferred

• Workday
• Service Now
• iCIMs
• Cornerstone
  

Example:

• Energizes and develops people
• Anticipates market trends that will impact competitive advantage
• Credible Influence – Is friendly & approachable to different audiences. Utilizes effective listening skills
• Navigates the organization - Knows how the organization works — its structure, processes, systems, culture, and cross-boundary relationships. Designs, manages, implements, and adapts (as appropriate) key HR processes to improve organizational performance