Role Definition
Supports the business by executing HR customer service and higher complexity administrative duties.

Responsibilities
61 Contributes to operational excellence in HR by efficiently and accurately executing processes related to employment compliance, payroll, absence management, time tracking, benefits administration, employee data administration, and employee history folder management.
61 Provides an excellent service experience when executing employee-facing processes.
61 Develops expertise across HR operational process areas and supports the identification, assessment, and implementation of continuous improvement opportunities.
61 Supports the maintenance of an HR Operations knowledge database and the gathering and reporting of HR operational metrics.

Degree Requirement
Degree or equivalent experience desired

Skill Descriptors
Business Process Improvement: Knowledge of business process improvement best practices and ability to use methods for identifying, evaluating, introducing and implementing more efficient approaches to performing business related activities.
Level Working Knowledge:
61 Gathers data for use in the analysis of business processes.
61 Illustrates problems, opportunities and methods for improving existing business processes.
61 Suggests ways to reduce variation and/or waste in processes.
61 Helps evaluate what factors should be addressed in the change program.
61 Participates in requirements analysis for process changes.

Information Capture: Knowledge of the methods, channels and processes to obtain needed information; ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.
Level Working Knowledge:
61 Follows defined procedures to document all routine information.
61 Identifies relevant established standards, policies and practices.
61 Fulfills routine information capture needs in own area.
61 Uses automated tools to capture, organize and archive relevant information.
61 Cites examples of different types of relevant information that need to be captured.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Working Knowledge:
61 Provides a quality of service that customers describe as excellent.
61 Resolves common customer problems.
61 Responds to unexpected customer requests with a sense of urgency and positive action.
61 Provides direct service to internal or external customers.
61 Documents customer complaints in a timely manner.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Working Knowledge:
61 Applies an assigned technique for critical thinking in a decision-making process.
61 Identifies, obtains, and organizes relevant data and ideas.
61 Participates in documenting data, ideas, players, stakeholders, and processes.
61 Recognizes, clarifies, and prioritizes concerns.
61 Assists in assessing risks, benefits and consideration of alternatives.

Employee Relations: Knowledge of the rights and obligations in the employee relations; ability to adhere to legal requirements when handling employee negotiations.
Level Working Knowledge:
61 Assists employees with personal or professional problems.
61 Conducts employee satisfaction surveys and documents interviewees' concerns and issues.
61 Explains organizational policies, procedures and processes for dealing with employee relations issues.
61 Addresses routine problems or disciplinary issues related to employee relations, such as grievances.
61 Interprets and communicates employee relations policies and procedures at the local level.

HR: Policies, Standards and Procedures: Knowledge of human resource function; ability to uphold the organization's and industry's standards, procedures and policies regarding human resources management.
Level Working Knowledge:
61 Analyzes policy and standards documentation and ensures organizational compliance.
61 Maintains a specific set of standards and associated HR procedures.
61 Communicates and refers potential exceptions upward for review and approval.
61 Assists in the development and implementation of specific procedures.
61 Provides feedback for the improvement of HR procedures.

Human Resources Consulting: Knowledge of HR approaches, tools and techniques; ability to inform, guide and advise managers in HR-related initiatives.
Level Basic Understanding:
61 Identifies key roles and responsibilities of the HR consulting function.
61 Collects information on models for effective consulting of HR related issues.
61 Documents various options for solving proposed HR issues and problems.
61 Describes major activities performed and services provided by HR consultants.

Human Resources Operations: Knowledge of human resources (HR) policies, operational processes and considerations; ability to implement HR related tasks, processes, and projects to ensure that day-to-day operations run smoothly.
Level Working Knowledge:
61 Implements a specific aspect of day-to-day HR operations according to HR strategies.
61 Assists training sessions related to HR processes and systems.
61 Documents routine work flow, resource requirements, dependencies and criticalities.
61 Records all HR data and transactions in Human Resources Information Systems (HRIS).
61 Generates and interprets standards and management reports on HR activities.