HR Shared Services (HRSS) Senior Representative

Houston Methodist; Houston (TX); Sur place; USD 60 000 - 76 000; Plein temps

Résumé du poste

Houston Methodist seeks an HRSS Senior Representative to provide Tier 1 and 2 support for employees across Human Resources, Absence, Benefits, Payroll, and Compensation. You will respond via case management, calls, and chat, leveraging ERP systems, and maintaining SLA adherence.

You may mentor staff and participate in special projects as assigned. Ideal candidates have 4+ years in a high-volume shared services or customer service environment, with strong English communication and proficiency in

Qualifications

• Four years of high-volume shared services or customer service experience
• High School diploma or equivalent; Bachelor's degree preferred

Responsabilités

• Respond to inquiries in accordance with SLA, internally and externally
• Provide Tier 2 and Tier 1 support across HR, Absence, Benefits, Payroll and Compensation
• Mentor teammates and support onboarding/training of new staff

Connaissances

Customer service

Communication

English proficiency

ERP systems

Microsoft Outlook

Office suite

Timekeeping systems

Formation

High School diploma

Bachelor's degree preferred

Outils

ERP systems

Microsoft Outlook

Office suite

Timekeeping systems

Description du poste

At Houston Methodist, the Human Resources Shared Services Senior (HRSS) Representative will provide Tier 1 and 2 support to Houston Methodist employees who have inquiries in matters such as with Human Resources, Absence, Benefits, Payroll, and Compensation. This role ensures a high standard of customer service in alignment with our ICARE values, utilizing our ERP system responding to Case Management requests, calls and chat. The Shared Services Senior Representative has strong knowledge of resources and services to resolve issues accurately and timely. May also lead/participate in special and ad hoc projects for designated programs as assigned and has responsibility for the resolution of more complex and time-sensitive issues. May serve as a mentor to other team members and support the training and onboarding of new staff as needed.

FLSA STATUS

Non-exempt

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• Bachelor's degree preferred

EXPERIENCE

• Four years of high volume shared services center or customer service environment to include Human Resources, Absence, Benefits, Payroll, and/or Compensation

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to communicate at all levels of the organization through multiple channels effectively with a customer service focus and application of positive language principles
• Strong verbal and written communication and interpersonal skills
• Outstanding customer service and teamwork skills including active listening skills and the ability to ask probing questions to identify what is truly being asked towards an accurate response
• Ability to work independently and make decisions within scope of role
• Ability to professionally and confidentially resolve issues including working with stakeholders with varying work styles and personalities
• Strong working knowledge of ERP systems, Microsoft Outlook and Office suite, and timekeeping systems
• Excellent time management skills and the ability to multi-task and work in a fast-paced environment
• Knowledge of Human Resources, Absence, Benefits, Payroll and Compensation preferred
• Ability to work effectively and efficiently in a remote environment
• Demonstrated attention to detail and accuracy
• Handles multiple priorities, thinks tactically and strategically, demonstrates objectivity, and is results-oriented, and shows initiative and creativity

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Responds to professionally, courteously, accurately and with empathy, verbally and in writing to meet established service level agreement (SLA). Troubleshoots potential Houston Methodist ERP and related vendor system issues and follow through to resolution.
• Provides contributions towards improvement of department scores for employee engagement.
• Supports our employees at a Tier 2 level (and Tier 1 when necessary) with matters such as Human Resources, Absence, Benefits, Payroll, Compensation, and other designated areas by promptly responding professionally and courteously, verbally and in writing, to inquiries related to these service areas.

SERVICE ESSENTIAL FUNCTIONS

• Serves as a liaison between the employee and vendors to resolve eligibility or system issues regarding Human Resources, Absence, Benefits, Payroll, and Compensation. Ensures that proper instructions, and associated documentation are provided to employees.
• In some situations, serves as the initial point of contact for case management towards a timely and accurate resolution.
• Interprets policies, resolves escalated complaints and provides education regarding the resources and services available to employees.
• Also responsible for special and ad hoc projects for designated programs as assigned and actively participates in organizational events as needed.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Stays up to date on Total Reward changes and updates to ensure accuracy in information dissemination.
• Actively participates in organizing the workflow. Prioritizes work and independently resolves routine issues on a regular basis. Identifies and escalates issues and opportunities for improvement.
• Identifies necessary data changes and communicates with appropriate parties as needed to advise on time sensitive actions needed for benefit processing. Processes system data changes as needed upon request.

FINANCE ESSENTIAL FUNCTIONS

• Self-motivated to independently manage time effectively and prioritize daily tasks. Minimizes incidental overtime. Helps other team members.
• Uses resources efficiently; does not waste supplies.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Stays abreast of trends and seeks out opportunities to apply innovative solutions to assigned programs. Makes recommendations focused on delivering high-quality, cost-effective programs to address the benefit needs of our employees.
• Evaluates internal processes and makes recommendations for cost savings.
• Assumes responsibility for own learning needs and seeks continuing opportunities to meet those needs. Completes and updates the My Development Plan (MDP).

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform: No
• Scrubs: No
• Business professional: Yes
• Other (department approved): No

ON-CALL*

Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**

Travel specifications may vary by department

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No