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Purpose and Scope:
Provide general administration in the areas of human resources, recruitment/employee on-boarding and/or learning and development through timely request fulfillment within a shared services environment. Fulfill requests within a timely and accurate manner to facilitate flawless process flow. Research and resolve discrepancies within service requests.
Areas of Responsibility:
Manage queue of assigned service requests and ensure timely processing occurs within specified service level agreement. Service requests include but are not limited to: offer letters, initiation of supplemental data needed for employee on-boarding, survey administration, tuition reimbursement processing, document management, performing audits and initiating necessary follow up for data corrections.
Provide assistance and act as an escalation point to Employee Service Representatives on tier I issues and inquiries as it relates to administrative activities around HR, recruitment/employee on-boarding or learning and development.
Maintain assigned process and work instruction documentation for assigned areas or projects.
Identify and implement process improvements relevant to assigned areas or projects.
Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics.
Maintain a clear understanding of legal and compliance requirements regarding assigned areas or projects.
May provide tier I and II back up phone and/or email support during peaks to ensure department meets specified service level agreements.
Take on and manage administrative projects as assigned.
Focus on the Customer: Seek to understand the internal/external customer and meet the needs of both the customer and the company.
Share Information: Provide information so that coworkers, customers and suppliers can understand and take action.
Attend to Detail: Ensure that data is accurate, work is thorough and to the highest standards.
Analyze and make Decisions: Take timely action based on assessment of data to make (good judgment, recommendations, etc.) tough decisions.
Drive for Results: Achieve high levels of personal and organizational performance with integrity.
Apply Professional, Product and Technical Expertise: Demonstrate the ability to apply technical, professional or product expertise to real world situations.
Key Skills and Requirements:
Customer Service Skills: Is accessible to the customer, discerning information that is significant and essential to customer success. Interprets customer needs accurately and develops workable technical and non-technical business solutions. Teaches other staff the processes for handling customer needs. Balances interests of the customer against company needs. Assists in the establishment of service levels for a customer and manages customer satisfaction taking accountability for addressing concerns.
Communications: Communicate ideas in a clear, concise and respectful manner in both written and verbal form to a variety of audiences.
Time Management: Skilled in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
Innovative Problem Solving: Identify and document problems. Use reason logic and intuition to define problems. Identify opportunities for change. Anticipate and plan for change process. Accept change openly, taking ownership to ensure success of change.
Data Base Knowledge: Demonstrate knowledge of and skill in using both “flat” and relational databases.
Minimum: 2 year college or post-secondary course work in related field or applicable work experience.
2 years of Customer Service experience.
Candidate with minimum of 1-3 years of experience in administration of HR, Recruitment, Payroll or Benefits.
Strong PC skills, preferred experience working in PeopleSoft
Established vocabulary of general HR terminology (recruitment, payroll, benefits)
Strong verbal and written communication skills
Excellent interpersonal skills with and a customer service approach to problem solving.
Commitment to maintaining the highest level of confidentiality when dealing with personal information, compensation and benefit information.
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