Hr Customer Representative (Remote)

HR Customer Representative

This position acts as a customer point of contact for all HR related processes and provider user experience of the newly incorporated HRIS system (Workday) through inquiry management & resolution. In this multifaceted role, you’ll be a key link between employees and HR policies, program, processes, benefits, payroll or any HR related matters ensuring a seamless experience and championing the user adoption of HRIS (Workday) system.

The Position:

• Resolve employee or manager inquiries regarding HR policies, programs, benefits, payroll, or any HR-related matters promptly and effectively

• Ensure prompt and accurate responses to inquiries, providing exceptional customer service and ensuring a positive customer experience

• Efficiently manage and process HR transactions, including employee onboarding, offboarding, transfers, promotions, and changes to personal information

• Guide employees on HR processes, procedures, and self-service tools, empowering them to navigate HR systems and platforms independently

• Maintain accurate and up-to-date employee data in HR systems and databases, including personal information, compensation details, benefits, and employment records

• Assist employees in troubleshooting HR system or technology-related issues, such as password resets, login assistance, or resolving system errors

• Coordinate and administer various HR programs and benefits, including enrolment, eligibility verification, employee communication, and coordination with vendors

• Take the lead in developing knowledge management and decision-making tools for personnel and customers, providing valuable resources on HR transactions, processes, policies, etc

• Document and maintain comprehensive HR-related records, including employee inquiries, transactions, and files, ensuring confidentiality and compliance

• Collaborate with CoE leaders and define processes and procedures for HR administrative centre staff, ensuring streamlined and efficient HR operations

• Foster collaboration and effective service delivery by working closely with HR Business Partners, HR Operations and HR Centre of Excellence (Talent Acquisition, Talent Management, Compensation & Benefits etc).

The Ideal Candidate:

• Business degree or equivalent, with a minimum of 5 years of relevant experience and preferably good working knowledge of HRIS (Workday) system

• Solid understanding of HR policies, programs, procedures, and practices to provide accurate and timely information to all internal customers/groups with HR related inquires

• Ability to communicate effectively with internal customers to effectively and efficiently resolve pending/outstanding HR related inquires/problems that arise

• Strong attention to detail and adherence to data privacy, compliance, and confidentiality standards

• Excellent interpersonal skills, people centric with a positive outlook and able to support internal customers/groups in the right direction

• Self-starter personality, able to problem solve and effectively manage their time and priorities as well as escalations.