Sr. HR Operations Specialist

The Role:

Reporting to the Associate Director of HR Operations, the Sr. HR Operations Specialist is essential in providing prompt and efficient HR support to employees in the US and Canada. This role is crucial for ensuring employees receive timely assistance, which directly impacts their satisfaction and ability to perform effectively. The specialist's responsibilities include managing HR processes, creating helpful FAQs, and overseeing legal compliance tasks like I-9 verifications and unemployment claims. Their commitment to confidentiality and clear communication is fundamental in maintaining a trustworthy HR department, which is vital for the overall health and functionality of the organization.

We work collaboratively as a team, we are relentless in the pursuit of excellence, we are curious and will boldly challenge the status quo if we can provide a better way, and we aim to strike a balance between process efficiency, effectiveness, and controls and compliance. We are committed to delivering accurate, timely, and insightful information with a high level of customer service, while striving to continuously improve our processes to help scale our operations to support future growth.

Here’s What You’ll Do:

• Act as the first point of contact for all inquiries and requests from employees located in the US and Canada.

• Responsible for the timely resolution of all inquiries and requests from employees located in the US and Canada.

• Help employees navigate through Tier 0 (self-help) materials and Workday functionality located in the US and Canada.

• Escalate necessary inquiries via phone, email, Microsoft Teams, or other channels for employees located in the US and Canada.

• When appropriate route inquiries to Tier 2 support.

• Oversee all HR operations process support for employees located in the US and Canada.

• Create and document effective FAQs and “canned” responses for commonly asked questions for the US and Canada.

• Identify gaps in processes, procedures, scripts, and FAQs, and create and document solutions for those gaps for the US and Canada.

• Help with processing data changes within Workday for employees located in the US and Canada.

• Aid in reporting requests for the US and Canada.

• Aid in I-9 verification process using both Workday and Lawlogix for the US.

• Manage FICA and the reverification I-9 process for the US.

• Help manage HR Workday Talent Pools.

• Manage unemployment claims for the US.

• Manage the repayment process and tuition reimbursement process for the US and Canada.

• Use a professional and customer-focused approach for all inquiries.

• Ensure employee privacy where appropriate, including confidentiality and protection of sensitive reports or information.

• Use excellent verbal and written communication including proper grammar, tone, and use a clear speaking voice via phone.

• Demonstrate excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via email.

• Additional duties as may be assigned from time to time.

Here’s What You’ll Bring to the Table:

• BA/BS degree or equivalent is required; equivalent work experience required.

• At least 3 years of relevant experience in customer service center and/or HR case management

• Domain expertise in Workday and ServiceNow

• Ability to build strong collaborative relationships, influence multiple partners, and establish common goals and objectives without sacrificing outcomes.

• Excellent writing and verbal communication skills required.

• Thrive in matrix environments, is flexible, collaborative, and deadline-driven.

• Strong organization skills with attention to detail, laser-focused approach on delivery of results is required.

• Proven ability to manage multiple inquiries/requests simultaneously and strong prioritization skills required.

• Proven ability to take a complex business requirement and break it down into operational solutions required.

• Analytical mindset, critical thinking, problem-solving skills required.

• High-level proficiency in Microsoft Office Products required.

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:

• Highly competitive and inclusive medical, dental and vision coverage options
• Flexible Spending Accounts for medical expenses and dependent care expenses
• Lifestyle Spending Account funds to help you engage in per