Job Description

Title: HR Representative – Shared Services

Position Overview

The HR Representative provides end-to-end HR support through phone, email, case management, audits, and HR system transactions, with a strong focus on first-contact resolution and adherence to established Service Level Agreements (SLAs). This role partners closely with employees, managers, HR Business Partners, and Centers of Excellence to deliver timely, compliant, and customer-focused HR services.

The HR Representative gathers and analyzes information related to employee inquiries, interprets policies and employment laws, and determines appropriate actions based on facts, precedent, and best practices. This role ensures confidentiality and compliance across all interactions in alignment with company standards and applicable regulations.

The teams supported include U.S. vendors, applicants, candidates, current and former employees, retirees, managers, HR Business Partners, and internal departments.

Key Responsibilities

HR Services & Administration

• Develop and maintain strong working knowledge of HR Shared Services operations, processes, systems, policies, and employment laws.
• Prioritize workload effectively to meet service level commitments and business needs.
• Provide guidance and support related to onboarding, performance management, HR systems, timekeeping, and company policies.
• Deliver clear, professional communication to employees, managers, HRBPs, and internal partners at all levels.
• Demonstrate empathy, discretion, and professionalism to support positive employee experiences.
• Ensure consistent and fair application of HR policies while maintaining legal compliance.
• Resolve HR inquiries with a continuous improvement mindset, identifying opportunities to streamline processes and enhance service delivery.
• Maintain accurate and timely data across HR systems including HR Cloud, Kronos, Careers, OnBase, and Guardian.
• Execute and analyze audit reports, partner with stakeholders to resolve discrepancies, and ensure data integrity.
• Provide additional support to HR field teams as needed.

HR Tools & Service Levels

• Respond to phone calls, emails, instant messages, and HR cases in alignment with defined SLAs.
• Document all interactions accurately within the HR case management system and escalate issues as appropriate.
• Review, triage, and resolve assigned cases within required turnaround times.
• Support and promote self-service by guiding employees and managers on available tools and resources.
• Utilize platforms such as SharePoint and Kaleidoscope to locate information and coach users on effective resource usage.

Compliance & Risk Management

• Review and validate all Form I-9s for accuracy and ensure completion within USCIS timelines.
• Coordinate corrections and follow escalation protocols when compliance issues arise.
• Ensure E-Verify submissions are completed within required timeframes and manage Tentative Non-Confirmations through resolution.
• Maintain strict confidentiality when handling sensitive employee data.
• Provide employee file documentation to Legal, Loss Prevention, and Employee Relations as needed to support investigations.

Work Schedule

HR Shared Services operates Monday–Friday, 8:30 a.m. – 5:00 p.m. EST.
Flexibility within these hours is required to support business needs.

Position Requirements

Education

Required:

• Bachelor’s degree from an accredited institution

Preferred:

• Bachelor’s degree in Human Resources or a business-related field

Experience

Required:

• Minimum of 1 year of experience in human resources or customer service
• Authorized to work in the U.S. without current or future sponsorship

Preferred:

• Bilingual (Spanish – spoken and written)

Technical & Professional Skills

• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Access)
• Strong attention to detail and data accuracy
• Excellent written and verbal communication skills
• Ability to analyze information, apply judgment, and resolve issues
• Proven ability to manage multiple priorities with minimal supervision
• Strong collaboration and teamwork skills
• Adaptable and comfortable in a fast-paced, evolving environment
• Continuous improvement mindset with the ability to enhance processes and systems

Physical Requirements

• Ability to sit, stand, see, and hear consistently throughout the workday
• Ability to walk, write, type, and communicate frequently
• Ability to operate a computer and communicate via telephone
• Occasional travel to meetings, training, or other locations as required