LOA Specialist II - Human Resources Shared Services - FT - Days - MHS

Memorial Healthcare System - Miramar, FL

Full-time

Miramar, FL

Hospitals

About the position

The HR Shared Services Tier 2 Specialist at Memorial Healthcare System plays a crucial role in enhancing the quality of HR services provided to employees and HR professionals. This position is dedicated to analyzing and addressing escalated and complex HR-related inquiries, ensuring that all HR transactions are executed effectively. The Tier 2 Specialist will handle intricate HR processes, including Benefits administration, FMLA reporting, and other escalated queries that arise from Tier 1 support. This role serves as a vital link between employees and local HR Business Partners (HRBPs), HR Information Systems (HRIS), and Centers of Excellence (COEs) to facilitate the resolution of inquiries and issues. In this position, the Specialist is responsible for maintaining compliance with all HR Shared Service processes, troubleshooting and resolving issues, and recommending changes for process improvement. The Specialist actively contributes to the delivery, maintenance, and enhancement of HR services, procedures, and processes aimed at increasing employee satisfaction and driving performance. Acting as a liaison and escalation point, the Specialist collaborates with local HR, COEs, and other key stakeholders to diagnose problems and lead corrective actions through effective communication and documentation. Additionally, the Specialist is tasked with educating employees about HR Shared Services to build a knowledge base that assists with first-call resolution at Tier 1. The role requires efficient and accurate resolution of cases within a Shared Service team, with a focus on timely research and resolution of all problems. The Specialist must be adept at managing multiple issues simultaneously, prioritizing requests based on urgency, and documenting and escalating cases as necessary following established processes.

Responsibilities

• Maintain compliance requirements of dedicated HR Shared Service processes.
• Troubleshoot and resolve HR-related issues, recommending changes for process improvement.
• Contribute to delivering, maintaining, and improving HR services, procedures, and processes to enhance employee satisfaction.
• Act as a liaison and escalation point with local HR, COEs, and other key stakeholders.
• Diagnose problems and lead corrective actions through effective communication and documentation.
• Educate employees about HR Shared Services to build a knowledge base for first-call resolution at Tier 1.
• Ensure efficient and accurate resolution of cases within the Shared Service team.
• Research and resolve all problems in a timely manner.
• Manage multiple issues simultaneously and prioritize requests based on urgency.
• Respond to and resolve escalated cases in complex HR scenarios.

Requirements

• High School Diploma or Equivalent (Required).
• Two (2) years' experience in Customer Service and/or Human Resources/Benefits or a Shared Services role.
• Strong customer service orientation with the ability to navigate complex conversations.
• Strong organizational skills for tracking and documenting inquiries.
• Attention to detail and ability to work independently and in teams.
• Effective judgment and sensitivity to callers and potentially difficult situations.
• Proven skill at handling stressful issues and interacting with all levels of the organization.

Nice-to-haves

• Associates Degree preferred.