Job Description
role Definition
Supports the business by executing HR customer service and higher complexity administrative duties.
Responsibilities
• Contributes to operational excellence in HR by efficiently and accurately executing processes related to employment compliance, payroll, absence management, time tracking, benefits administration, and employee data management.
• Provides an excellent service experience when executing employee-facing processes.
• Develops expertise across HR operational process areas and supports the identification, assessment, and implementation of continuous improvement opportunities.
• Supports the maintenance of an HR Operations knowledge database and the gathering and reporting of HR operational metrics.
Skill Descriptors
Business Process Improvement: Knowledge of business process improvement best practices and ability to use methods for identifying, evaluating, introducing and implementing more efficient approaches to performing business related activities.
Level Working Knowledge:
• Gathers data for use in the analysis of business processes.
• Illustrates problems, opportunities and methods for improving existing business processes.
• Suggests ways to reduce variation and/or waste in processes.
• Helps evaluate what factors should be addressed in the change program.
• Participates in requirements analysis for process changes.
Information Capture: Knowledge of the methods, channels and processes to obtain needed information; ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.
Level Working Knowledge:
• Follows defined procedures to document all routine information.
• Identifies relevant established standards, policies and practices.
• Fulfills routine information capture needs in own area.
• Uses automated tools to capture, organize and archive relevant information.
• Cites examples of different types of relevant information that need to be captured.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Working Knowledge:
• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Provides direct service to internal or external customers.
• Documents customer complaints in a timely manner.
Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
Level Working Knowledge:
• Accurately gauges the impact and cost of errors, omissions, and oversights.
• Utilizes specific approaches and tools for checking and cross-checking outputs.
• Processes limited amounts of detailed information with good accuracy.
• Learns from mistakes and applies lessons learned.
• Develops and uses checklists to ensure that information goes out error-free.
Employee Relations: Knowledge of the rights and obligations in the employee relations; ability to adhere to legal requirements when handling employee negotiations.
Level Working Knowledge:
• Assists employees with personal or professional problems.
• Conducts employee satisfaction surveys and documents interviewees' concerns and issues.
• Explains organizational policies, procedures and processes for dealing with employee relations issues.
• Addresses routine problems or disciplinary issues related to employee relations, such as grievances.
• Interprets and communicates employee relations policies and procedures at the local level.
HR: Policies, Standards and Procedures: Knowledge of human resource function; ability to uphold the organization's and industry's standards, procedures and policies regarding human resources management.
Level Working Knowledge:
• Analyzes policy and standards documentation and ensures organizational compliance.
• Maintains a specific set of standards and associated HR procedures.
• Communicates and refers potential exceptions upward for review and approval.
• Assists in the development and implementation of specific procedures.
• Provides feedback for the improvement of HR procedures.
Human Resources Consulting: Knowledge of HR approaches, tools and techniques; ability to inform, guide and advise managers in HR-related initiatives.
Level Basic Understanding:
• Identifies key roles and responsibilities of the HR consulting function.
• Collects information on models for effective consulting of HR related issues.
• Documents various options for solving proposed HR issues and problems.
• Describes major activities performed and services provided by HR consultants.
Human Resources Operations: Knowledge of human resources (HR) policies, operational processes and considerations; ability to implement HR related tasks, processes, and projects to ensure that day-to-day operations run smoothly.
Level Working Knowledge:
• Implements a specific aspect of day-to-day HR operations according to HR strategies.
• Assists training sessions related to HR processes and systems.
• Documents routine work flow, resource requirements, dependencies and criticalities.
• Records all HR data and transactions in Human Resources Information Systems (HRIS).
• Generates and interprets standards and management reports on HR activities.
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