HR Service Desk Specialist III

• Competitive compensation
• Career growth opportunities
• Flexibility and Support for Diverse Life Stages and Choices
• We prioritize our communities and the planet we share
• Wellbeing programs including Physical, Mental and Financial wellness

• Proactively responds to customer/employee inquiries leveraging a variety of technology and manual administrative systems, processes and tools. Documents all transactions and consistently follows standards and operating practices for service documentation. During service delivery, is highly engaged, consistently reliable, and achieves employee satisfaction with a high-quality level of service and in compliance with Solutions Center in-scope processes and at or above KPIs targets. Manages task execution within own scope independently. Accurately moves inquiries from across process flow owners (ex. employee, other MPS teams, HRBP, manager).
• Ensures accuracy in documentation, administration and follow through of all employee lifecycle services. Secures timely execution of the processes. Ensures compliance (ex. SOX) and best practices are learned, understood and followed to standard. Escalates when more complex questions arise to ensure compliance and quality of service are never compromised. Respond to simple & moderate escalations independently. Correctly addresses more complex escalations by partnering with next level peers, team leaders and team managers. Manages follow up and time in partnership with team management but with a high level of operating independence on most inquiry types. Conducts follow up and service calls to ensure inquiry and service closure. Administrates to closure including documentation. Will pick up next level case support to progress solutions to closure.
• Working on process excellence within own area of responsibility and recommending process improvements, supporting implementation of the improvements. Trains business by leading HR Model learning sessions, train peers on process flow and provides support to colleagues as needed. Supports integration of new processes and makes recommendations for seamless integration and provides service transition support. Facilitate end to end process improvement within own area of responsibility. Engages in continuous learning for self, seeks resources to continuously learn and bring insights forward. Trains and provides support to others. Collaborates to resolve matters of increased complexity.
• Work closely with Solution Center peers to understand broader scope of processes delivered and exchange knowledge.
• Works closely with other MPS and Payroll to ensure the process is delivered on time.
• Participates in projects, training and onboarding new specialists.
• Engages in problem solving, can be a go-to for knowledge of process.

• Bachelors' degree in Human Resources, business, communications, psychology or equivalent preferred.
• 2+ years of HR or Customer Service experience.
• 1+ year of managing projects or participating in project teams, preferred.
• Understanding of self-service and ticketing systems, HR and call center technology, and SAP.
• Attention to detail and engaging in collaborative work teams.
• Experience within HR business function would be ideal.
• Demonstrated experience in delivering services / providing advisory to others.
• Experience with multicultural and/or with remote customers, preferred.
• Strong customer service mindset.
• Effective communicator, problem solver and trainer.
• Patient, active listener.
• Problem solving skills in both: process complexity and employee relations.
• Ability to build and sustain relations at all levels.
• Business acumen.
• Continuous improvement mindset.
• Analytic skills.
• Demonstrates flexibility in response to unexpected situations.
• Employee Experience oriented, rooted in strong understanding of HR.
• Understanding of delivery role in the shared services functions.
• Advanced/fluent English (spoken & written).

McCormick