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HR Service Center Coordinator

2 months ago

Minneapolis, Minnesota, United States MRA Recruiting Services Full time
Company: MRA Recruiting Services
Position: HR Operations Specialist

Job Overview

The HR Operations Specialist plays a crucial role in establishing and overseeing our innovative HR Service Center. This position will be responsible for developing a comprehensive knowledge base and addressing employee inquiries related to various Human Resources matters, including benefits, payroll, recruitment processes, and self-service functionalities for both employees and managers. The specialist will also support the administration of HR policies and procedures while ensuring effective communication with all HR team members and employees.

Key Responsibilities
  • Lead the rollout of an HR Service Center support framework, incorporating a technology platform for efficient tracking and reporting.
  • Act as the primary contact for current and former employees, as well as prospective candidates, addressing all HR-related inquiries using the HR Knowledge base and systems.
  • Develop and implement new knowledge base articles, intranet content, and communications addressing HR-related questions.
  • Manage incoming calls, emails, and ticketing from employees through a centralized system.
  • Provide timely and accurate responses to inquiries through effective communication channels.
  • Escalate complex cases to the appropriate Centers of Excellence (COE) for specialized assistance.
  • Document all communications in real-time within the HR Service Center's case management software.
  • Support the administration of Compensation, Benefits, New Hires, Terminations, Training, employment verifications, and Payroll.
  • Process updates and modifications in the Human Capital Management (HCM) System.
  • Review and enhance policies, procedures, and internal resources, continuously developing knowledge of all subjects managed by HR Shared Services.
  • Ensure timely resolution of open cases while keeping employees informed of status and expected resolution timelines.
  • Meet performance metrics such as call quality and service level agreements (SLAs) related to transaction completion.
  • Provide analytical reporting and metrics to inform communication topics, storyboards, and intranet updates.
  • Oversee the administration of employee leave programs, including FMLA, disability, and other leave policies.
  • Guide and assist employees and managers regarding leave entitlements, processes, and documentation requirements.
  • Ensure compliance with federal, state, and local leave laws and regulations, maintaining current knowledge of legal requirements.
  • Perform various HR tasks and projects as assigned.
Qualifications

Education & Experience
Required:
  • Bachelor's Degree or 4+ years of relevant work experience.
  • 4 to 6 years of applicable HR experience.
Preferred:
  • Experience in an HR service center environment.
  • HR Certification.
  • Knowledge of FMLA, Workers Compensation, ADA, PFL, and Disability processing.
Knowledge & Skills
  • Proficient in Microsoft Office (especially Excel, Word, and Outlook).
  • Understanding of HR principles, practices, and procedures.
  • Strong customer service skills with the ability to engage effectively with challenging situations.
  • Ability to interact with professionals at all levels.
  • Capacity to work independently and solve problems in ambiguous situations.
  • Skilled in managing multiple employee requests efficiently in a dynamic environment.
  • Excellent written and verbal communication skills, with the ability to ask probing questions and resolve issues.
  • Detail-oriented with strong organizational abilities.
  • Commitment to maintaining confidentiality.
  • Sound judgment and a professional demeanor.
  • Consistent delivery of high-quality customer service.
Compensation
The starting salary range for this position is $52,500 - $73,500, with variations based on the candidate's location, job-specific knowledge, skills, and experience.

Benefits
Our comprehensive compensation package includes medical, dental, and vision benefits, retirement plans, employee stock purchase options, paid time off, parental leave, family medical leave, volunteer time off, life insurance, disability coverage, and various wellness benefits. Eligibility and other requirements may apply.