HR Services Associate - Tier 1
This individual will act as front-line point of contact for employee inquiries which include but not limited to Benefits, Payroll, Compensation, Regulatory & Compliance, Employee Relations, Information Technology, Talent Acquisition, Talent Management, HRIS, Procurement, Accounts Payable and T&E functions. He or She will be responsible to coordinate and maintain the full employee life cycle within the standard company processes and various platforms.
Job Responsibilities:
- You will act as the front-line point of contact for employee inquiries across various HR functions.
- You will strive to resolve inquiries and issues at the first point of contact, reducing the need for escalation to Tier 2 or other specialized teams.
- You will collaborate with Tier 2, HR Centers of Excellence, and other stakeholders to support COE work within Tier 1.
- You will guide Managers and Employees in executing Workday transactions and manage workload efficiently within the Workday ticketing system.
- You will ensure SLAs are met.
- You will maintain and update internal knowledge base articles, FAQs, and standard operating procedures (SOPs) to ensure that accurate and current information is available for both the helpdesk team and employees.
- You will assist in developing new knowledge base content based on recurring inquiries and process changes.
- You will stay up to date on new HR policies, procedures, and system updates to ensure accurate and timely responses to employee inquiries.
- You will provide ongoing training and development to other Tier 1 helpdesk staff to ensure they are knowledgeable and capable of handling a wide range of HR inquiries.
- You will ensure that all actions taken by the Tier 1 Team comply with relevant labor laws, company policies, and data protection regulations (e.g., GDPR).
- You will participate in regular audits of helpdesk processes to ensure compliance and identify areas for improvement.