Solution Center Sr HR Advisor

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Position Purpose

In this role, you will join a fast-paced Human Resources team serving employees, managers and HR colleagues for the Americas region. We are looking for team members who enjoy helping employees find answers to their HR related questions and have a strong interest in improving how HR delivers.  A successful team member will be very detail oriented, possess a problem-solving mindset and a keen interest in improving existing processes.

Role Description

• Provide accurate and timely responses to inquiries from employees, managers and HR business partners regarding HR programs, policies, processes and systems
• Resolve inquiries through ServiceNow case management system and via telephony system, striving for first contact resolution
• Leverage HR knowledge base to provide consistent customer service
• Assign inquiries to colleagues for resolution
• Redirect/escalate inquiries as appropriate within Global People Services, to HR business partners, Communities of Expertise, or outside of HR (Payroll/Digital)
• Actively build and develop the HR knowledge base to help employees, managers & HR business partners find answers via self-service
• Participate in continuous improvement projects to improve employee experience and enhance efficiency
• Apply sound judgement and discretion with sensitive information
• Provide input to the development of Workday & ServiceNow enhancements to improve employee experience
• Update business processes and process documentation to ensure accuracy, relevance and consistency.
• Document new processes and or update missing steps in process documents, as needed.
• Provide guidance and mentorship to Tier 1 HR Advisor to manage intake and resolution of inquiries

Skills and experience

• University Degree.
• 3 years of experience in the HR area.
• Advanced English (Conversational).
• Demonstrated experience in issue identification and escalation.
• Experience communicating through various intake channels.
• Experience understanding and meeting Key Performance Indicators (KPIs).
• Previous contact center experience preferred.
• Strong customer service orientation while maintaining a high level of integrity and confidentially.
• Familiarity with and understanding of HR policies and procedures.
• Experience with HR and case management systems.
• Ability to assist others in understanding new processes and influence them to try new ways of working.
• Strong troubleshooting skills, with the ability to work in a high-pressure team environment, handling multiple tasks and reacting quickly to problems and issues.
• Experience documenting business processes in a visual format as well as writing detailed business process documents for reference.
• Microsoft Office.
• Workday.
• Visio.

Skills

Teamwork

Focus on results

Influencing with impact

Benefits

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

• Have peace of mind and body with our health insurance
• Drive forward your career through professional development opportunities.

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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