HR Shared Services Specialist-Tier 2

at  Avis Budget Group

THE IMPACT YOU’LL MAKE:

The Tier 2 HR Employee Support Representative is responsible for analyzing and answering escalated and complex HR related queries. Ensuring effective execution of HR transactions to support both employees and HR professionals experience within agreed service level.
The overall team receive activity through case management, phone calls and chat service. Tier 2 will carry out complex HR processes such as payroll, reporting, escalated queries from Tier 1 (first line employee support) and liaison to resolution of queries with Tier 3 e.g. local HRBPs, HRIS, COEs.
Essential duties and responsibilities, shown below, will vary accordingly based on assignment.

• Responds and resolves escalated cases in more complex HR scenarios on multiple channels such as e-mail, phone, case management system. Uses systems to document and escalate as needed following appropriate process.
• Diagnose problems and leads correction through communication across The Americas.
• Acts as liaison and escalation point with contacts including local HR, COEs and other key stakeholders.
• Ensure efficient and accurate resolution of cases within a Shared Service team.
• Educates employees of HR Services available to them and encourages self-service tools such as the HR Portal and other systems as needed.
• Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
• Ensures that resolution of escalated requests meet the policy for each process.
• Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs.
• Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
• Responsible for maintaining all compliance requirements of dedicated HR shared service processes.
• Understands and utilizes HR systems including Workday and the Employee Portal, including Self Service, Knowledge base and Case Management.
• Performs according to service level agreements.