HR Service Center Representative

The HRSC Representative II is responsible for providing resolution to inquiries escalated by the Tier One Representative, and for performing bulk and cyclical administrative tasks and transactional audits related to a specific COE (i.e., Benefits, LOA, systems. etc.) The duties and responsibilities stated are a general summary and not all-inclusive:

HRSC provides employee support for HR-related inquiries in a service center environment and process transactions in the Dana Farber Cancer Institute (DFCI) Human Capital Management System (HCMS) and log cases within the customer service management system. The HR Service Center Representative serves as the primary point of contact for employees, managers, and external stakeholders seeking HR-related assistance and support. They are responsible for providing exceptional customer service and accurate information regarding HR policies, procedures, benefits, and employee programs.

The ideal candidate is knowledgeable in HR practices, possesses excellent communication skills, and demonstrates a commitment to delivering timely and effective HR solutions.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations.

We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

PRIMARY DUTIES AND RESPONSIBILITIES:

• The HRSC representatives II serve as the liaison to employees and managers in a call center environment
• Acts as a Senior HR Generalist in a primary point of contact role for employees to support, respond, handle, answer, and action issues/questions regarding policies, procedures, and HR systems
• Will lead and manage projects about organizational and process redesign along with program and policy improvements
• Collaborate with HR COE team members to resolve complex employee issues or escalations.
• Responsible for responding and handling incoming HR activities and projects in a call center environment;
  This level must bring them to resolution
• Normally will handle escalated Tier 2 or 3 resolutions
• May have ownership for a particular process such as LOA, onboarding, etc.
• Communicate HR programs and policies to employees and address all related questions
• Ensure implementation and utilization of policies, procedures, and programs dealing with the specific activities of staffing, payroll, compensation and benefits, employee development and training, along with HR information systems
• Provide response and support on a variety of HR-related programs such as benefits, leave, disability programs, reimbursement programs, unemployment, workers’ compensation, etc.
• Assist with the development of all process documentation and maintenance of the Human Capital Management System (HCMS)
• Process benefits and personnel changes and assist with systems testing.
• Complete audits as necessary
• Demonstrate outstanding problem-solving skills to resolve inquiries, track status and conduct follow-ups for assigned cases, following the proper escalation procedures as needed.
• Perform transactional HR administrative activities to ensure data accuracy within the HR systems
• Maintain in-depth knowledge of company-specific policies and practices in the functional area of expertise and high-level knowledge of cross-functional…