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Service Operations Center Analyst
Sony Pictures
Culver City, CA, United States
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P&O Service Operations Center Analyst
As an integral member of the P&O (HR) Operations team, the Service Operations Center Analystwill provide direct P&O support to employees and the P&O community as part of a centralized Service Operations Center (SOC) spanning a variety of P&O related transactions, programs, and policies. The SOC Analyst receives and responds to employee inquiries and concerns via online resources, telephone or in person; provides information, guidance and direction on P&O programs, processes, and procedures. The SOC Analyst will play a key role in coordinating employee transactions in addition to escalating more complex questions/issues to the appropriate group/person and tracking resolution. This position will report to the Manager, Service Operations Center. This is an excellent opportunity for an individual to build upon their general HR experience and expand their career.
Primary Duties and Responsibilities:
Employee Support
• Provides assistance via the telephone/email by answering questions regarding P&O processes and services, including but not limited to Recruitment & Onboarding, Benefits, Compensation, Talent Management, Learning and Development, Compliance Training, and Off-boarding and Exits.
• Responds to employee and manager inquiries regarding P&O policies/procedures and provides consultative guidance.
• Provides answers for Tier 1 questions and resolution to problems based on identified processes and standard operating procedures.
• Tracks all inquiries received and escalates and/or triages to appropriate subject matter expert.
• Intakes employee relations matters and escalates complex ER matters to appropriate SPE Personnel.
• Works directly with employees and managers in providing short term and long-term ADA accommodations.
• Ensures compliance with Federal, State, Local Laws and SPE policy.
Employment Lifecycle
• Supports the entire new hire experience, including new hire paperwork completion, I9 verification, and New Hire Orientation
• Coordinates background checks, requisitions and offer letters for non-traditional populations within SPE.
• Assists client groups in hiring, terminating, and transferring employees.
• Conducts exit interviews, summarizes findings, and discusses trends and concerns with senior management.
• Administers SPE severance plans, separation agreements, and general releases, including plan interpretation, preparation of the legal agreements, benefit compliance, calculations and coordination of career transition services.
• Serve as subject matter expert on severances for participants, managers, P&O Community
• Provide financial and other ad hoc Workday and Excel reporting on severance administration
Administration and Project Support
• Liaison with P&O Administrative Services team in the maintenance of employee data and ensuring data integrity.
• Ad-hoc and routine reporting and data analysis for the SOC team and P&O Community.
• Utilizes a knowledgebase of information to provide accurate up-to-date information to the requestor.
• Documents processes and information to expand the SOC knowledgebase.
• Cross-trains with other department members to ensure seamless support of all P&O duties.
• Reviews and interprets employee data to resolve issues.
• Supports SOC Manager and other P&O Directors with projects and reporting as needed.
• Performs other duties as assigned or requested.
Requirements
• A minimum of one to two years of related human resources experience.
• A Bachelor’s Degree or equivalent work experience is preferred.
• A High School Diploma.
• Previous customer service experience is a strong plus.
• Previous experience with Severance Administration, Employment Relations and ADA Accommodations preferred.
• Good written and verbal communication skills to document and resolve incoming calls in a concise manner.
• Strong interpersonal and team skills, ability to communicate well with individuals and in group settings, ability to communicate with diverse population and people from various backgrounds, and a passion for excellence in customer service.
• Good interpersonal and analytical skills to be able to get to the root of an issue quickly for resolution.
• Must be able to manage confidential data, have excellent follow-up skills and demonstrate sensitivity and respect when dealing with others.
• A self-starter with attention to detail, highly organized, ability to prioritize work, and must be able to multi-task.
• Working knowledge of HRIS applications.
• Experience with Workday is preferred.
• Strong PC skills including Microsoft Office Word, and Excel.
*Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.
• Sony Pictures - CA - Culver City Area & Studios