Specialist 1, HR Operations

Job Description

Required Skills


School Degree


The HR Support Representative role is responsible for providing a high-quality customer experience to all Western Digital employees , managers and executives in their assigned area or region. The HR Support Representative will serve as a first point of contact for general HR questions and help requests via the HR Central customer support channel , responding to both simple and complex questions that may require research and follow-up for resolution. In addition , the HR Support Representative is responsible for providing transactional and administrative support for HR processes such as onboarding , transfers , job separations and other assigned HR processes. The HR Support representative will be accountable for documenting HR processes and knowledge management content and representing the customer on HR projects and initiatives that impact the HR service delivery model. Specific responsibilities include: Inquiry Management Acts as the first point of contact for employees , managers and executives for all general HR questions , seeking support in HR policies , processes , self-service transactions and HR content on online portal. Assumes an end-to-end ownership for resolving inquiries , as well as for helping employees and managers learn about self service capabilities. Focuses on continuous improvement to case/ticket SLA while avoiding cases tone transfered into next level support groups. Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g. , ServiceNow , phone , email , Jabber chat , etc.) by following appropriate resolution/assessment methodologies (e.g. , investigating and research) , utilizing knowledge management tools , educating employees on HR technologies including self-service tools , and determining appropriate course of action or escalation for emerging issues Provide initial contact and support for customers managing sensitive and confidential information related to HR issues Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication , expert knowledge , and efficient escalation to resolve issues. Communicate effectively (written or verbal) matching customer style , needs , and level of understanding to support optimal employee interaction , including accurate and grammatically correct support through available employee support channels (phone , email , case management) Partner with the entire HR organization by sharing knowledge with peers and cross-functional teams and identifying emerging issues or trends. HR Administration: Accurately and timely processing of employee lifecycle transactions and document management in partnership with managers , Site HR and the Global Service Center with transactions such as new hire onboarding , transfers , compensation changes , exits and ad-hoc transactions Become a subject matter expert and skilled end user for Workday and other HR technologies Monitor and manage transaction workflows for customers in assigned region Collect , review , and approve on boarding documentation as part of recruitment administration or partner with local on-site resource in country to ensure files are maintained as required Respond to all employee verification requests , including mortgage references , employment reference letters , etc. Identify process improvement opportunities focused on enhancing HR Central and HR Support services and improving the effectiveness and efficiency of the Region or Country Service Center , as well as sharing best practices with HR operations teams in other Service Center as appropriate Ensure all HR processes , standards and protocols are followed , including those focused on data quality controls Role may expand to include responsibilities for administration of additional HR processes Qualifications: 5+ years of HR experience in a generalist or support/coordination role. Prior experience in Customer Relationship Management role supporting the USA and EU countries is a plus. Extremely fluent in English and preferably one other regional language supported by the region or country center. Excellent customer service skills with high sense of urgency , ability to listen and respond to customer needs and ability to remain calm in high pressure situations Comfortable and experienced in processing workflow , transactions and data changes using HR systems and tracking cases in case management tools Strong collaboration and teamwork skills. Demonstrated ability to work in a collaborative environment , build consensus and promote the exchange of information among project team members Ability to promote and implement changes to current practices and processes Excellent written , oral , and interpersonal communication skills Strong analytical , creative problem solving , and , organisational skills Ability to handle multiple concurrent tasks and changing priorities Attention to detail and ability to work independently Experience with Workday , Taleo and Service Now is a plus. HR representative will support employees on support requested through tickets , chat or Telephony solution but not limited to these mediums.

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