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HR Shared Services Specialist II

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Guardian Life

17d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration
  • Bethlehem
  • Quick Apply

AI generated summary

  • You must have QA, SLA, and CSAT experience, data proficiency, Workday familiarity, HR or contact center experience, strong communication, and relationship-building skills.
  • You will assist colleagues with HR inquiries, support technology modernization, handle complex processes, participate in training, and collaborate on customer satisfaction and procedural improvements.

Requirements

  • You Have:
  • Consistently demonstrated high-quality quality assurance (QA), service level agreement (SLA), and customer satisfaction (CSAT) delivery and feedback (required)
  • A high comfort level with data, metrics, and reporting (required)
  • Built credibility with associates and are a valued partner to the Audit team and Team Leads
  • Experience and comfort navigating Workday; Workday Reporting is preferred.
  • Proven ability to follow existing processes with superior attention to detail.
  • Contact center or Human Resources experience, required
  • Functional skills and leadership behaviors aligned to Guardian’s HR Capability Model:
  • A natural curiosity to learn about the business, HR function, and industry within which you’re working. (Business Acumen)
  • Skilled at analyzing data and creating metrics and reports (Data Judgment)
  • The ability to fact-find for a complete understanding of colleague concerns, identify colleague’s issue and make high-judgement decisions (Strategic Thinking)
  • Experience in building relationships and collaborating with colleagues at all levels. (Relationship Management/ Collaboration)
  • Exceptional communication and organizational skills and the ability to prioritize in a fast-paced environment (Agility)
  • Exceptional communication and organizational skills and the ability to prioritize in a fast-paced environment
  • The ability to fact-find for a complete understanding of colleague concerns, identify colleague’s issue and make high-judgement decisions

Responsibilities

  • Answer calls with a smile in your voice while showing empathy where appropriate.
  • Be an active participant in the modernization of HR Service Delivery technology, including AI.
  • Cross-train on VISA and Immigration work.
  • Participate in (and sometimes facilitate) ongoing training.
  • Perform complex HR administrative support work in the realm of Workday, Benefits, Talent Management, Talent Acquisition, and Colleague Relations.
  • Anticipate the further needs of a customer and provide thorough responses (email and telephone).
  • Collaborate and serve as a point of contact for the HR Centers of Excellence (COEs) and MyHR stakeholders for all new and existing work requests to drive successful execution of new and existing offerings.
  • Research and resolve complex colleague questions, including Workday issues and transactions.
  • Take the initiative to utilize data and metrics to address customer pain points, recommend process improvements, and develop internal documentation/reports to ensure customer satisfaction (CSAT), service level agreements (SLAs) and quality improvement adherence.
  • Ensure standard operation procedures (SOPs) are continually reviewed with an eye on our colleague experience and simplicity with processes.
  • Partner with leadership to ensure maintenance and upgrading of the case management system.
  • Participate in the testing of system updates and enhancements.
  • Build colleague trust and display empathy by providing accurate information.
  • As needed, assist with Auditing MyHR work for accuracy, and tracking and maintaining processes that support the execution of our objectives and key results (OKRs) around customer satisfaction (CSAT), service level agreements (SLAs) and Quality.
  • Support the HR Transformation work by becoming involved in related projects.

FAQs

What is the job title for this position?

The job title is HR Shared Services Specialist II.

What team will I be part of if I am hired for this role?

You will be part of a collaborative HR Shared Services team, known as MyHR.

What kind of HR support will I be providing?

You will provide support for complex requests in areas such as Benefits, Payroll, Colleague Relations, Performance, and Workday business processes.

Is prior experience required for this position?

Yes, contact center or Human Resources experience is required.

What is the salary range for this position?

The salary range is $56,680.00 - $85,015.00.

Will I be expected to participate in training?

Yes, you will participate in and sometimes facilitate ongoing training.

What are some key attributes you are looking for in a candidate?

We are looking for candidates who are hands-on, detail-oriented, empathetic, and able to understand and resolve complex problems.

Are there opportunities for professional development?

Yes, Guardian offers opportunities for skill-building and leadership development.

What kind of benefits will I receive?

The benefits include health care plans, life and disability insurance, a 401(k) retirement plan, unlimited paid time off, and wellness programs among others.

Will I need to travel for this job?

Occasional travel to Guardian offices may be required.

What is the work arrangement for this position?

The position supports flexible work arrangements, which include part in-person/part remote.

What kind of technology will I be involved with?

You will be involved in the modernization of HR Service Delivery technology, including AI.

Is there a focus on data and metrics in this role?

Yes, having a high comfort level with data, metrics, and reporting is required.

How do the company values relate to this position?

The position emphasizes operational excellence, colleague experience, and process improvement, aligned with Guardian's commitment to inspire well-being.

Will I have the opportunity to work with leadership?

Yes, you will partner with leadership to ensure the maintenance and upgrading of the case management system.

Are there specific software skills required for this position?

Experience and comfort navigating Workday are required, with Workday Reporting preferred.

Guardian Life

Finance
Industry
5001-10,000
Employees
1860
Founded Year

Mission & Purpose

Guardian Life has been a trusted resource for over 160 years, dedicated to making a difference in people’s lives during critical moments. Serving 29 million consumers, Guardian helps individuals and families prepare for the future, supports business owners in caring for their employees, and assists people in recovering from unexpected loss. As a modern mutual insurance company, Guardian focuses on creating value beyond dividends by investing in its employees, fostering an inclusive culture, and uplifting communities through impactful programs. Their core values—doing the right thing, valuing people, shaping the future together, and going above and beyond—guide their mission to protect what matters most.