Senior Associate, HR Delivery Center

Summary:

As the Sr. Associate, HR Delivery Center, you are expected to be the primary face of HR Delivery Center for any SC Johnson employee and retiree-initiated HR query via phone, email, or chat. The Sr. Associate listens, proactively ask questions, provides information, and uses their strong HR knowledge to help enable timely and effective resolution of the customer’s query.

Essential Duties and Responsibilities:

• Responds to questions on administrative procedures and practices via multiple channels such as phone, case management system and live chat. Uses systems to document and escalate as needed following the appropriate processes

• Educates employees of HR Services available to them and encourages self-service tools such as the HR Portal and other systems as needed

• Researches and resolves all problems/queries in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests

• Ensures that documentation and employee requests meet the policy for each process

• Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs

• Actively contributes to delivering, maintaining, and improving HR services, procedures and processes to increase employee satisfaction, driving performance, and achieving results

• Understands and utilizes HR systems including Workday and the Employee Portal including Self Service, Knowledge base and Case Management

• Ensures consistent application of HR policies and state, federal, and / or country laws and practices

• First point of contact for resolving day-to-day operational issues

• Mastery of the General HR Processes for at least 3 clusters, including the top complex countries (CN, PH, ID)

• Gatekeeping/assigning of cases/tasks to the team - help ensuring proper prioritization and workload distribution

• Do daily operations audit and monthly system audit reports – capture data inconsistencies and work towards improving the processes to prevent reoccurrences.

• Provides Workday training/overview to new members of the team and key stakeholders

• Partner with other team/regions/stakeholders for process and system improvements

Required Skills / Experience / Competencies:

• 3-5 years of experience in HR, Shared Service Organizations, Contact Center/Customer Service experience

• 1-2 years experience managing work of other people

• Bachelor’s degree in business, HR, or related discipline required

• Knowledge of HR functions, processes, and operations, including talent, data administration, or compensation / benefits administration preferred

• With experience in using Service Center technologies (e.g. ticket management like ServiceNow, knowledge management, telephony / chat, email, document management, etc.)

Inclusion & Diversity

We’re a global business, with people from every culture, ethnicity, race, religion, gender identity, sexual orientation, age and ability. We recognize the breadth of human experience, and we work to celebrate it. It is our goal to build a diverse, inclusive and supportive work environment where all people can thrive.

We’re committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at https://jobs.scjohnson.com/inclusion.

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