HR Representative, Shared Services

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, applicants, candidates, 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 onboarding (offer letters, I-9 support, pre-employment administration) HR systems maintenance and troubleshooting, performance management, document management, legal/subpoena/HR file requests, unemployment, 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 is role is not hybrid/remote and will report to 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.

• Develop and maintain a comprehensive understanding of all HR Shared Services operations, processes, systems and applicable policies and laws that impact our internal and external customers.
• Manage all process steps after hiring decision to create a seamless onboarding process by approving/extending offer letter, ensuring pre/post-employment checks are passed and Form I-9, and E-Verify are complete. Follow up timely as needed on each step of the process.
• Resolve any system processing issues within the onboarding process as they are encountered. Research and identify the cause and implement any necessary steps to avoid them in the future.
• 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, Kronos, Talent Acquisition, Employee Relations/Legal, Compensation, HR Business Partners, Concur, Relocation, Financial Shared Services, Learning and Development, and IT in order to provide assistance and obtain resolution for employees, 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 Careers, performance appraisal and merit, Kronos, HR system administration, and company policies.
• 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 elevate issues to HRBP's and COE's as needed.
• Utilize empathy, diplomacy & tact to promote positive employee engagement.
• Ensure fairness, alignment and consistent practices of policies and procedures as well as adhere to all relevant laws in all situations handled.
• Seek out resolutions and operate 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 in the various HR systems (HR Cloud, Kronos, Careers, OnBase). Ensure data integrity and perform accurate and timely entry.
• Execute and analyze designated audit reports and collaborate with appropriate groups to ensure data integrity and consistency. Process any necessary corrections or updates in the HR Cloud, Careers and Guardian systems.
• Participate in and present during divisional HR Business Partner onboarding and training.
• Provide additional support to HR field, upon request.
• Review, audit and execute HR Cloud transactions for Assignment and Salary/Compensation Changes.
• Review and process any pre-employment screening invoices on or before due date, ensuring all charges are allocated to the appropriate Cost Centers.…