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  • Sector: Human Resources
  • Function: Human Resources
  • Contact Email:
  • Expiry Date: 11 November 2021
  • Job Ref: Nelson_2163013_1634082125

Job Number: 2163013

Lead HR Solutions Representative
Hybid, Menlo Park

The Lead HR Solutions Representative is responsible for providing oversight, support and direction to a team of first line HR Solution Representatives for delivering high quality, personalized customer service in a team based HR Shared Services environment. The lead monitors productivity, schedules and assigns work, trains new members, monitors progress and workflow, audits calls/work for timeliness and accuracy or completeness, establishes work standards, and provides input including performance appraisals. Along with transactional processing, provide ongoing auditing, review of processes and guidance to users as to how information needs to be captured to enable consistent reporting and analytics of employee related information.

Essential Functions

*Leads the HR Solutions Representative team and assists the manager in overseeing the day-to-day operations including work flow, work assignments, operational effectiveness, and the resolution of technical and non-technical problem.

*Ensures appropriate coverage/staffing for phones for smooth operations. Notifies Manager when additional phone coverage by Solutions Consultants is needed.

*Serves as the expert and the escalation point for questions or issues related to transactions and/processes of a nonstandard nature.

*Monitors performance through ongoing call monitoring for quality review purposes; ensures that representatives are performing at optimum level and coaches where opportunities for improvement may exist.

*Participates in queue management and answering calls as needed, to ensure service level requirements are achieved.
*Investigates and makes suggestions on business process improvements based on call monitoring and response time results. Assists manager in resolving operational issues.
*Participates in the hiring, evaluation, coaching, mentoring, and discipline of HR Solutions Representatives.
*Conducts new employee orientation ensuring optimal employee experience and improved engagement during on-boarding process.

*Reviews processes and process documentation and working as part of a team recommends process improvements, automation opportunities, system improvements, cost saving and customer service initiatives.

*Conducts research (e.g. policy interpretation, terms and conditions, etc.) and responds to client or seeks management approval.

*Guides leaders and employees though annual performance appraisal process.

*Provides explanation, interpretation and/or guidance to employees and managers regarding the administrative activities related to HR programs, policies, and procedures.

*Supports HR customers in resolving or escalating concerns or complaints. Conducts research as needed and liaises with various stakeholders to address and resolve issues.

*Ensures HR Solutions Representatives acquire the appropriate support and training necessary to perform their jobs

*Partners with HR Business Partners to ensure service delivery needs are met.

*Performs monthly analysis of key performance indicators / metrics to ensure high performance is met while researching ways to continually improve the quality and efficiency of the business.

*Implements strategies that result in improved efficiency, quality and employee satisfaction.

*Participates with subject matter experts to develop and document new processes to transition to the HR Solutions Team.

*Advises on documentation requirements and participates in the testing of the procedures.

*Performs the administration of standard to complex processes and activities for all functional areas of HR (e.g. benefits, staffing, compensation, etc.).

*Updates the knowledge management system and completes policy reviews.

Minimum Qualifications

* Education: Bachelor's degree in a work-related discipline/field from an accredited college or university.

* Experience: Three (3) years of progressively responsible and directly related work experience, including providing consultation for coaching, employee relations, compensation, training and HR project management or program implementation.

Knowledge, Skills, & Abilities

*Knowledge of trends, best practices, regulatory changes, and new technologies in human resources, and employment law.

*Strong customer service and problem solving skills

*Ability to effectively prioritize work and meet deadlines in a fast paced environment.

*Ability to maintain confidentiality of sensitive information.

* Ability to research and identify the appropriate prescribed response to customer inquiries.

* Ability to proactively solve problems in a customer-focused environment.

*Ability to work effectively with individuals at all levels of the organization.

*Knowledge of HR practices/policies related to benefits, staffing, compensation, etc.

*Knowledge of HR-related systems and software applications.

*Knowledge of Windows-based office software, computers and operating systems

*Knowledge of Windows-based office software, computers and operating systems

Lead HR Solutions Representative
Hybid, Menlo Park

About Nelson:

If you're looking for a new opportunity, the recruiting and staffing experts at Nelson can help. We work with companies of all types and sizes across all industries. We help people like you find exciting roles with employers ranging from Fortune 100, government, and nonprofit organizations to local businesses, industry leaders, and the most agile start-ups. The candidates we work with appreciate our responsive approach, genuine relationships, and exceptional service. With a commitment to transparency, authenticity, and credibility, we look forward to our jobs every day, and we're excited to help you find the job you've been looking for. Nelson is an EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.