Serve as a subject matter expert (SME) for Tier 1 HR Service Center processes, policies, and tools.
Provide real-time guidance and escalated support to Tier 1 advisors to ensure accurate and complete resolution of employee inquiries.
Support intake resolution for general HR inquiries, employee data changes, workforce compliance, payroll/timekeeping, and leave-related questions.
Step in to directly handle case work and system transactions for escalation or high profile situations.
Act as process owner for Tier 1 intake workflows, ensuring standard work, consistency, and adherence to SLAs.
Develop, maintain, and validate employee-facing knowledge articles and local work instructions (LWIs) to ensure clarity and accuracy.
Identify trends, gaps, and root causes in Tier 1 case handling and recommend process improvements or automation opportunities.
Partner with Global Process Owners (GPOs) to support enhancements to HR service delivery and technology solutions.
Support onboarding and training of new Tier 1 advisors, ensuring readiness across tools, processes, and customer service expectations.
Provide ongoing coaching, feedback, and knowledge reinforcement to Tier 1 teammates and Tier 1 Supervisors.
Promote a strong customer service culture grounded in empathy, professionalism, and accuracy.
Represent the HR Service Center Tier 1 function in cross-functional projects, initiatives, and enterprise HR programs.

Requirements

Bachelor’s degree in a related field or equivalent work experience, preferred
3+ years of experience in HR Operations, HR Service Center, or a related HR function, preferred
Strong working knowledge of HR processes, employee data management, and customer service protocols, preferred
Experience with HR systems and case management tools (e.g., Workday, ServiceNow), required
Demonstrated ability to manage multiple priorities in a fast-paced, high-volume environment, preferred
Critical attention to detail with a strong commitment to data accuracy and integrity, preferred
Proven collaboration, communication, and influencing skills across diverse stakeholder groups, preferred
Uncompromising commitment to employee experience and customer satisfaction, preferred.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

HR Operationsemployee data managementcustomer service protocolscase management

Soft Skills

collaborationcommunicationinfluencingattention to detailcustomer satisfactionempathyprofessionalism

Certifications

Bachelor’s degree