Your Opportunity as the HR Shared Service Generalist
Serve as the first point of contact for an employee or manager contacting the HR Shared Services team. Ensure timely responses to questions and inquiries from employees, retirees and dependents about benefit programs and human resources policies. Use a unique telephony and knowledge management system and leverages a case management tool within Workday for tracking requests. Provide project-based assistance on health, welfare and retirement benefits, time tracking, organization development programs, and employee pay.
Location: Orrville, OH
Work Arrangements: Hybrid, 45% in office expectation
In this role you will:
Serve as a first point-of-contact for current and former Smucker employees (and, occasionally, non-employees such as applicants or contractors) for questions regarding all HR policies and procedures. Demonstrate broad knowledge of all HR policies and procedures to answer both general and employee-specific questions.
Leverage knowledge base to target and customize unscripted responses to individual employees (based on location or union specific programs, grandfathered provisions, etc.). Draft new internal knowledge resources when necessary.
Analyze complex information (employee provided, system generated, etc.) to identify issues and root causes. Using system knowledge and understanding of prior case handling, effectively resolve or escalate issues. Communicate resolutions to employees.
Prioritize and respond to employee requests using case management system; assist other service center employees with opening, recording, processing, or closing cases in the system; conduct training for other service center employees to ensure effective use of the system across the team.
Seek guidance from, or transfer more complex inquiries/requests to the Tier 2 shared services resources, Contact Center Manager, or other COEs within HR.
Specialize in selected HR areas as “team lead”; demonstrate conceptual and practical knowledge in these specialization areas. Execute day-to-day duties and support the team regarding proper procedures, policies, and requirements within specialization areas
Partner and collaborate with shared services team members on special projects or assignments
Effectively describe, initiate, review, edit, approve and/or process Workday requests and transactions. Transactions may include new hire onboarding tasks, rehires, terminations, job changes, personal data changes, compensation changes, benefits changes, and transaction corrections. Ensure data integrity and timely processing of transactions.
Deliver excellent customer service to employees and constituents who reach out for assistance.
What we are looking for:
Minimum Requirements:
Bachelor’s degree in Human Resources or related field
General knowledge of HR policies and practices
General knowledge of human resources information systems (HRIS)
Proficient in Excel and comfortable analyzing data to support shared services team partners and improvement opportunities
Customer service skills including an ability to adapt and respond to different types of employees, including difficult callers
A sense of urgency in solving customer requests to ensure timely resolution
Ability to interact with and support all levels of management
Demonstrated ability to maintain a high degree of confidentiality and sensitivity to compliance-related matters
Ability to work under pressure, multi-task, and meet deadlines
Ability to excel in a team-based environment, demonstrating collaboration, and teamwork
Additional skills and experience that we think would make someone successful in this role:
Experience leveraging Workday as an HRIS
Experience in a human resources service center managing a case load
Right Place for You
We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we believe in supporting every employee by meeting their physical, emotional, and financial needs.
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