HR Shared Services Advisor

This position provides comprehensive HR support and advisory services via phone, email, cases, audits and HR Cloud transactions with a goal of first contact resolution in accordance with Service Level Agreements. Collects the necessary information regarding the request, analyzes the situation, and determines the policies and laws related to the situation. Uses these facts and previous experiences related to similar situations to determine the appropriate course of action to handle the request. Maintains a confidential and compliant environment with all inbound and outbound correspondence in accordance with company and government regulations. Groups serviced include all U.S vendors, employees, ex-employees, retirees, managers, HR Business Partners, and other internal S-W Departments/COEs.  

This position is responsible for all HR support services provided by the SBS Employee Services North America HR Shared Services teams in the areas of Primary areas of offboarding (terminations, separations, retirements, unemployment), HR systems maintenance and troubleshooting, document management, legal/subpoena/HR file requests, auditing in accordance with compliance and assistance with customer service help line. 

Note: HR Services hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. EST. HR Representatives are expected to work flexible shifts, in office, within those hours to service our customers and business needs accordingly 

This position is not hybrid/remote and will be located at our Hinckley Parkway location in Cleveland, OH. 

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

CORE RESPONSIBILITIES AND TASKS

HR SERVICES & ADMINISTRATION:

• Develop and maintain a comprehensive understanding of all HR Shared Services operations, processes, systems and applicable policies and laws to support our internal and external customers.

• Plan and prioritize workload and use available resources to ensure agreed service levels are met. 

• Act as liaison and build rapport with partner CoE’s including HRIT, Leave of Absence, Payroll, Employee Benefits, Retirement & Savings, Workforce Management, Talent Acquisition, Employee Relations/Legal, Compensation, Concur, Financial Shared Services, and IT, in order to provide assistance and obtain resolution for employees, retirees, ex-employees, managers and HR Business Partners.

• Troubleshoot, answer questions, provide guidance and assist employees, managers, HR Business Partners and CoE’s in areas such as retirement, terminations, unemployment, negotiated vacation time, HR system administration, and company policies. 

• Create and maintain retirement cases by collecting all necessary information from the intended retiree to process retirements in HR Cloud. Notify HR Business Partner of any pertinent details or changes including instruction on how to update timekeeping in UKG.

• Use effective and appropriate verbal and written communication skills with all levels of the organization to identify underlying issues and support any related requests.

• Analyze information obtained and determine which policies and laws are relevant to the situation.  Use the information to make decisions on action items needed to resolve the situation.  Inform or escalate issues to HR Business Partners and COE’s as needed. 

• Provide support for Verification of Employments. Utilize appropriate resources and maintain confidentiality. 

• Analyze and process Tuition Reimbursement transactions, where applicable.

• Utilize empathy, diplomacy & tact to promote positive employee engagement. 

• Ensure fairness, alignment and consistent practices of policies and procedures as well as adherence to all relevant laws in all situations handled.

• Seek out resolutions and operates with LEAN mindset, providing appropriate training support to HR Business Partners and CoE’s, when needed. 

• Support the completion of HR Cases and other requests by maintaining data and documentation in the various HR systems (HR Cloud, UKG, ORC, OnBase).  Ensure data integrity and perform accurate and timely entry. 
• Ensure timely and correct responses for all customers inquiries, complaints and requests and provide accurate consistent recordkeeping and maintenance of HR records. 

• Execute and analyze designated audit reports and collaborate with appropriate groups to ensure data integrity and consistency.