Sr. Human Resources Representative

Under the direction of the Supervisor, HR Operations, the Senior Human Resources (HR) Representative provides high-quality customer service to employees while administering HR programs, policies, and procedures across multiple functional areas. This position operates in a front-facing HR office environment and requires minimal supervision, demonstrating a high level of independence and professionalism. As a team lead, this role acts as the first level escalation point for HR Representatives and sets the standard for excellence in customer service and professionalism.

Essential Duties & Responsibilities

1. Serves as a primary point of contact for visitors and callers to Human Resources, delivering one-and-done service to team members. Provides accurate information, guidance and support on routine HR matters. Demonstrates versatility in supporting a wide range of HR functions, including benefits, leave administration, recognition programs, recruiting, and Human Capital Management (HCM).

2. Administers HR programs (i.e. Unemployment Insurance (UI) claims, employment verification, tuition reimbursement, team member recognition, I-9 recertification and compliance audits), and other key initiatives. Ensure program documentation and Standard Operating Procedures (SOPs) are consistently maintained and updated. Conducts process reviews and makes recommendations to enhance efficiency and streamline operation processes.

3. Monitor and document visitor and caller interactions within the case management system to ensure accurate tracking of inquiries, resolutions, and follow-ups. Lead the team in effectively logging and managing cases, resolving escalated matters directly or referring them to the appropriate departments. Analyze case data to identify trends, generate reports, and provide actionable insights and recommendations to leadership. Collaborate both within the team and cross-functionally to ensure timely case resolution in alignment with established service level agreements (SLAs). 

4. Supports HR Representatives by providing tools training and ongoing guidance to support effective performance. Leads the team in the absence of the HR Operations Supervisor, ensuring continuity in daily operations.

5. Collaborates with the HRIS team to ensure the HCM data accuracy and support team members with employee self-service. Assists with data audits, corrections, y. team member file reviews.

6. Performs other duties as assigned to support the efficient operation of the department.

 EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor's degree in business administration or related field required. 

• 3 years of experience in an HR support role required. HR Generalist experience preferred.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

• Experience in the Hotel/Casino/Hospitality industry or other customer/guest experience preferred.

• Experience working with Workday (HCM system) preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Understanding of HR policies and procedures.

• Strong understanding of customer service principles and how they apply within HR contexts.

• Capable of working both independently and collaboratively in dynamic environments.

• Highly adaptable to changing priorities.

• Skilled in fostering positive relationships across teams.

• Demonstrated success in driving process improvement and effective partner to support business changes.

• Analytical, data driven/process approaches.

• Strong attention to detail and accurate work product.

• Excellent oral and written communication skills.

• Strong problem-solving skills, creative thinking, and sound decision-making.

• Proven ability to handle confidential information with discretion and be adaptable to various competing demands.

• Proficiency in Microsoft Suite.

• Bilingual in Spanish or other languages a plus.

• Proven ability to train others effectively.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• PHR or SHRM certification a plus.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

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