HRSC Advisor

Job Summary

HR Solution Center (HRSC) Advisor plays a pivotal role in delivering a seamless and efficient HR service experience, ensuring associates and leaders receive timely, accurate, and high-quality support. Operating in a fast-paced, team-oriented environment, the HRSC Advisor manages moderate to complex HR inquiries, providing guidance on policy interpretation, HR workflows, and process navigation while maintaining consistency in service delivery. This role serves as a strategic liaison between associates, leaders, and HR Centers of Expertise (COEs), driving efficiency and continuous improvement in HR solutions and processes.

As the primary point of contact for associates and leaders, the HRSC Advisor provides expert HR consultation when self-service options are insufficient. This role operates with independence and sound judgment, effectively navigating ambiguity and complex situations through strategic, innovative problem-solving. A strong foundation in HR generalist knowledge is essential, as the HRSC Advisor delivers expert guidance and interpretation of HR policies, procedures, and systems, ensuring accurate and timely resolution of inquiries.

The role requires discretion in case resolution, including identifying root causes and proactively implementing measures to prevent recurring issues. Additionally, HRSC Advisors conduct compliance reporting and audits to identify potential risks and ensure adherence to regulatory and organizational standards. They develop and implement action plans to address audit findings, troubleshoot solutions to validate and verify outcomes, and collaborate with associates and leaders to maintain data integrity while driving continuous improvement.

• Provides solution-focused support, thought partnership, interpretation, explanation and clarification of policies, procedures, procedures and workflows in a accurate, timely and professional manner.
• Manage difficult conversations with associates, de-escalating concerns and ensuring a respectful and supportive resolution process. Maintain confidentiality and professionalism at all times.
• Identify, monitor, and proactively address system and process-related challenges to ensure effective execution of HR processes and improve cross-functional service efficiency, partnering with COEs as needed.
• Owns and manages data integrity, including adherence to policies and procedures. Conduct compliance reporting, identify issues, and develop action plans to address findings.
• Lead and/or participate on projects aimed at enhancing support, optimizing HR system functionality and streamlining processes to improve associate and leader experience.
• Engage associates and leaders via omnichannel platforms to deliver seamless support. Empower employees through guidance on self-service tools, system navigation, and troubleshooting support by maintaining in-depth knowledge of HRIS platforms, case management tools, and associate self-service systems.
• Stay informed on HR compliance matters, including HIPAA, FMLA, FLSA, and other employment laws. Ensure services provided are aligned with federal, state, and organizational requirements.
• Proactively inform and engage associates and leaders about changes, new programs, and system enhancements to ensure awareness and adoption, collaborating with change management

• Bachelor's degree in Human Resources or similar field required. One year of relevant professional-level work experience may be substituted for one year of required education.
• 3-4 years experience in human resources OR a combination of experience in human resources and fast-paced customer service/contact center industry required
• Professional HR certification preferred