Role Definition
Provides customer support, resolving customer requests and consultation on enquiries related to HR administrative processes and procedures.

Responsibilities
61 Contributes to operational excellence in HR by efficiently and accurately executing processes related to employment compliance, absence management, time tracking, benefits administration, and employee data management.
61 Provides an excellent service experience when executing employee-facing processes.
61 Develops expertise across HR operational process areas and supports the identification, assessment, and implementation of continuous improvement opportunities.
61 Supports the maintenance of an HR Operations knowledge database and the gathering and reporting of HR operational metrics.

Degree Requirement
Degree or equivalent experience desired

Skill Descriptors
Business Process Improvement: Knowledge of business process improvement best practices and ability to use methods for identifying, evaluating, introducing and implementing more efficient approaches to performing business related activities.
Level Working Knowledge:
61 Gathers data for use in the analysis of business processes.
61 Illustrates problems, opportunities and methods for improving existing business processes.
61 Suggests ways to reduce variation and/or waste in processes.
61 Helps evaluate what factors should be addressed in the change program.
61 Participates in requirements analysis for process changes.

Information Capture: Knowledge of the methods, channels and processes to obtain needed information; ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.
Level Working Knowledge:
61 Follows defined procedures to document all routine information.
61 Identifies relevant established standards, policies and practices.
61 Fulfills routine information capture needs in own area.
61 Uses automated tools to capture, organize and archive relevant information.
61 Cites examples of different types of relevant information that need to be captured.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Working Knowledge:
61 Provides a quality of service that customers describe as excellent.
61 Resolves common customer problems.
61 Responds to unexpected customer requests with a sense of urgency and positive action.
61 Provides direct service to internal or external customers.
61 Documents customer complaints in a timely manner.

Employee Relations: Knowledge of the rights and obligations in the employee relations; ability to adhere to legal requirements when handling employee negotiations.
Level Working Knowledge:
61 Assists employees with personal or professional problems.
61 Conducts employee satisfaction surveys and documents interviewees' concerns and issues.
61 Explains organizational policies, procedures and processes for dealing with employee relations issues.
61 Addresses routine problems or disciplinary issues related to employee relations, such as grievances.
61 Interprets and communicates employee relations policies and procedures at the local level.

HR: Policies, Standards and Procedures: Knowledge of human resource function; ability to uphold the organization's and industry's standards, procedures and policies regarding human resources management.
Level Working Knowledge:
61 Analyzes policy and standards documentation and ensures organizational compliance.
61 Maintains a specific set of standards and associated HR procedures.
61 Communicates and refers potential exceptions upward for review and approval.
61 Assists in the development and implementation of specific procedures.
61 Provides feedback for the improvement of HR procedures.

This position requires the candidate to work a 5-day-a-week schedule in the office.