Senior Specialist HR Operations Support – COVID

Empower Retirement
Published
December 31, 2021
Location
Greenwood Village, CO
Category
Job Type

Description

Grow your career with a growing organization

Whether they’re helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that’s hard to beat. And from a personal satisfaction perspective, you’ll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now.

The Sr Specialist HR Operations Support serves as a first point of contact for HR related assistance and information for US based associates and managers, specific to the COVID pandemic. Responsible for taking, processing and resolving end-to-end processing of COVID contact tracing, accommodations, vaccine policy compliance, return to office planning and other supporting tasks. The Sr Specialist HR Operations support is responsible providing quality support services with a high degree of customer satisfaction, expertise, and timeliness.

This position has a good understanding of HR and can explain the background and context of rules and procedures to employees and managers on more complex issues. This includes evaluating and analyzing the request/concern, quickly interpreting the situation, determining the appropriate resolution and/or escalation, and communicating the resolution and escalation to the customer in accordance with company and HR policies and procedures. This role works closely with HR centers of excellence (COE) team members and HR Business Partners to resolve problems and identify areas of ambiguity needing clarity or improvement. This position also supports the department in the administration of HR work and projects assigned to HR Operations Support.

What you will do

  • Professionally and accurately respond to written and oral inquiries from associates, managers, and other HR COEs regarding more COVID questions, issues, problems, and status changes. This will include telephone, chat, e-mail and drop-in face-to-face interactions. Serves as a first escalation point and utilizes knowledge of HR to provide understanding to employees and managers on more complex questions and issues.

  • Based on training and judgment, has somewhat more discretion and autonomy in the decisions made regarding work situations

  • May serve as the Subject Matter Expert in one or more HR areas and therefore may be focused on responding to those areas when inquiries or tasks are received.

  • Utilize Case Management and Knowledge Management Systems to log and work through every inquiry and identify patterns or trends

  • Make recommendations for process improvement and efficiency based on identified patterns and trends that have been identified.

  • Quickly and accurately resolveinquiries in professional, sensitive, customer-focused manner in accordance with policies and procedures.

  • Escalate the most complex cases, in accordance with and as defined by HR Operations practice, to HR Operations management and/or Tier II resources with appropriate and complete documentation on work performed to date.

  • Maintain a close working relationship with HR COE’s to partner in resolving problems and identify areas of ambiguity that need clarifying or improvement.

  • Interface with other HR functional areas and internal and external resources to furnish or obtain needed information to close cases not escalated to the next level.

  • Educate associates and managers of self-service tools and other systems available to them and encourage their use as appropriate.

  • Discern opportunities to improve knowledge base.

  • Work with management to identify workflow issues and identify process improvement opportunities and continually seek to stay current on company policies, procedures and organizational changes.

  • Commitment to the protection of privacy for all associate data.

  • Maintain high degree of confidentiality.

  • Re prioritize tasks to meet fluctuating workflow.

  • Develop and provide reports.

  • Perform other duties as assigned and in alignment with the company’s Mission, Vision, Values, and in support of a culture of associate communication and engagement.

  • This job description in no way states or implies that these are the only duties to be performed by the associate in this position.

  • This description is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

What you will bring

  • Bachelor’s degree in Human Resources or related field or equivalent education and experience

  • Possess 3 -4 years work experience in Human Resources in addition to any practical work experience.

  • Must possess a genuine interest in Human Resources Strong interpersonal skills with the ability to influence a level of understanding with customers.

What will set you apart

  • Strong written and verbal communication skills; able to communicate with tact and diplomacy and a level of professionalism with all levels within the organization.

  • Must be highly organized, proactive, tech-savvy, and have a solid track record of commitment to customer service and continuous process improvement.

  • High level of proficiency with Microsoft Office, including MS Excel, is essential.

  • Knowledge of and experience with HRIS and payroll processing software systems

  • Experience with case management technology preferred

  • Effective at gathering and synthesizing information from multiple parties

  • Exceptional attention to detail, organizational, and prioritization skills

  • Solid foundational knowledge of state and federal employment laws, benefit and payroll regulations

  • Ability to handle sensitive and highly personal information on a daily basis and maintain confidentiality in a mature and non-judgmental manner

  • Self-starter who quickly learns new business processes, new systems and tools Workday and ServiceNow experience preferred.

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

  • Medical, dental, vision and life insurance
  • Retirement savings – 401(k) plan with generous company matching contributions (up to 5%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
  • Tuition reimbursement up to $5,250/year
  • Business-casual environment that includes the option to wear jeans
  • Generous paid time off upon hire – including a paid time off program plus nine paid company holidays and three floating holidays each calendar year
  • Paid volunteer time — 16 hours per calendar year
  • Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
  • Business Resource Groups (BRGs) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities.

The salary range below describes the minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Base Salary Range

$ 55,900.00-89,500.00

Location

CO Greenwood Village

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law. 

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