HR Shared Services - Operations Administrator

SGS Consulting; Madison (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

SGS Consulting is seeking an HR Shared Services professional to respond to inquiries, manage case details, and coordinate with HR partners to resolve employee data questions.

The role emphasizes process adherence, accurate documentation, and collaboration across HR functions, while maintaining confidentiality and high service levels.

Qualifications

• Bachelor’s degree in HR, business administration, or related field.
• Experience in HR operations or shared services preferred.
• Familiarity with HR systems and case management tools is a plus.

Responsibilities

• Respond to inquiries via telephone and email using available tools.
• Track issues in the case management system from start to finish.
• Collaborate with HRBPs, COEs and SMEs to resolve employee data questions.
• Research and resolve first-tier employee issues, escalating complex cases promptly.
• Handle HRSSC/Payroll mail and shipping workflows.
• Process invoices for HR vendors as needed.
• Work cross-functionally with other departments.

Skills

Strong communication

Problem-solving

Attention to detail

Task prioritization

HR processes & systems

Microsoft Office Suite

Education

Bachelor’s degree in HR or related field

Experience in HR operations or shared services

Experience with HR systems/case management tools

Tools

HR case management tools

Job description

Job Responsibilities

• Respond to all inquiries via telephone and email, utilizing available tools and resources.
• Track all issues in the case management system from initiation to resolution.
• Problem-solve and seek guidance to respond to questions and inquiries effectively.
• Work with HR Business Partners (HRBPs), Centers of Excellence (COEs), and Subject Matter Experts (SMEs) to resolve questions relating to employee data and address issues arising from calls or emails, in line with company policies and procedures.
• Research and resolve first-tier questions regarding employee issues, escalating complex issues to Senior Team Management in a timely manner.
• Manage HRSSC/Payroll mail (incoming and outgoing) and FedEx shipping.
• Process invoices for HR vendors, as needed.
• Collaborate cross-functionally with other departmental functions.
• Perform document management tasks, update Standard Operating Procedures (SOPs) and Quick Reference Guides (QRGs).
• Support staff training initiatives.
• Follow established HR processes, procedures, and service level agreements (SLAs).
• Adhere to scheduled work hours and maintain reliable attendance.
• Work collaboratively within the HR Shared Services team.
• Maintain a high level of accuracy and attention to detail in all tasks.
• Uphold confidentiality and professional standards at all times.
• Perform other duties as assigned.

Skills

• Strong communication skills, both verbal and written.
• Excellent problem-solving and analytical abilities.
• Attention to detail and accuracy in documentation.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of HR processes and systems.
• Proficiency in Microsoft Office Suite ( ).
• Ability to maintain confidentiality and handle sensitive information professionally.

Education / Experience

• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• Prior experience in HR operations, shared services, or administrative support preferred.
• Experience with HR systems and case management tools is a plus.