HR Shared Services Specialist

As an HR Shared Services Specialist you will provide a range of services in support of the HR Operations function in North America. In this role you will manage critical employee lifecycle processes such as onboarding, orientation, internal mobility, relocation, immigration services, offboarding, and compensation actions. Working closely with HR Business Partners, Managers, Vendors, and Associates, you will provide exceptional Customer service, efficient handling of requests, and subject matter expertise on the processes supported. You will identify opportunities to continuously improve processes and service level and share those ideas with HR Services team and leadership. As an HR Shared Services Specialist you will serve as a first contact for HR related questions by responding to incoming calls and emails related to a variety of common HR processes, such as on-boarding, offboarding, HR transactions, etc. Capability to work independently and as part of a team, escalating issues when necessary.

This is a hybrid role with the requirement of working onsite at our Mentor, OH Corporate HQ, 3 days a week. (T, W, TH)

• Manage key employee lifecycle processes including onboarding, job transfers, compensaton actions, relocation, immigration services, offboarding, and position management.
• Initiate and proactively monitor a wide variety of transaction workflows in the STERIS HRIS, SuccessFactors, and the HR case management tool (ServiceNow). Follow up as needed to ensure data quality and timely processing of actions.
• Provide timely support to US and Canada employees, HR and manager populations on an array of HR-related inquiries, utilizing call and case management processes/technologies.
• Take ownership of inquiries ensuring accurate, prompt and consistent resolution. Escalate or transition requests as needed to proper channels, ensure 'warm' handoff and exceptional Customer service.
• Serve as Subject Matter Expert, providing guidance and direction to employees, HR business partners and managers on a wide variety of HR processes, policies and tools.
• Understand the importance of confidentiality and strictly adhere to internal practices to ensure employee data privacy and compliance with all state, federal and regional labor laws and regulations.
• Partner with HR Business Partners to review data audits and make corrections.
• Analyze issues and make recommendations for updates to the Employee HR Portal or Internal HR Central SharePoint; may write FAQs or Knowledge Base Articles to be posted on the portal.
• Continuous evaluation of HR processes or practices to identify improvement opportunities.
• Work with internal departments such as Payroll, Benefits, Vendors, Talent Acquisition, HR, Compensation, Finance, IT, Internal Audit and Stock Administration to ensure data accuracy of shared integrations.
• Management of the National COVID Contact Center - including; fielding employee calls, recording positive cases, proactive communication with Management and HR Business Partners, strict adherence to established SLA's and timely closure/maintenance of employee COVID data.
• Maintain employment files
• Assist with other duties as assigned

Required:

• Bachelor's degree in HR or related Business field and minimum 2 years of relevant work experience OR HS Diploma/GED + 4 years of work experience, to include 2 years of HR, Benefits, Finance, Customer Service, or Payroll experience required.
• Experience working with HR, Payroll, timekeeping or similar business systems.
• Customer service experience required.

Preferred:

• Ability to read, write and speak in French preferred.
• Prior experience working with a case management tool preferred.
• Process management experience preferred.

Other:

• Customer focused
• Process driven
• Detail Oriented
• Critical thinking skills
• Priority setting
• Ability to maintain composure under stressful situations and with frequent distractions.
• Demonstrate a positive attitude and motivation to succeed.