HR Shared Services Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Act as the primary point of contact for HR inquiries from employees and managers via phone, email, chat, and case management systems.

• Offer assistance related to HR policies, benefits, timekeeping, onboarding, employment modifications, leave management, compensation, learning, and other HR initiatives.

• Execute employee transactions and ensure accurate record-keeping within Dayforce and other HR platforms.

• Handle and resolve Tier 1 HR cases while adhering to service level expectations.

• Refer complex inquiries to the appropriate HR subject matter experts while retaining accountability for the employee experience.

• Assist with onboarding, job transitions, compensation modifications, separations, and various employee lifecycle processes.

• Safeguard confidential employee data and ensure adherence to company policies and record retention standards.

• Perform regular audits of employee records and HR transactions to ensure data accuracy and compliance.

• Collaborate with Payroll, Benefits, Talent Acquisition, HR Business Partners, and other stakeholders to address employee concerns.

• Promote ongoing process enhancements, knowledge management, and improvements in self-service capabilities.

• Aid employees and managers in navigating Dayforce and ServiceNow, as well as utilizing self-service functionalities.

• Support testing, validation, and implementation efforts for HR process improvements and system upgrades.

• Report to the HRIS Manager as part of the HR Operations team.

⛳️ Requirements

• High School Diploma or equivalent is required.

• A minimum of 5 years of experience in HR Operations, Shared Services, Customer Service, Payroll, Benefits Administration, or related HR support roles.

• Experience in assisting employees in a high-volume service center or customer support setting.

• Practical experience with Dayforce HCM, ServiceNow, or comparable HR and case management systems is preferred.

• Strong knowledge of employee lifecycle processes, HR operations, payroll, benefits, and leave management.

• Exceptional customer service, communication, and problem-solving abilities.

• Keen attention to detail and a commitment to maintaining data accuracy.

• Capability to uphold confidentiality and manage sensitive information with professionalism and discretion.

• Experience in a centralized HR Shared Services or HR Operations setting is desirable.

• Experience supporting government contracting, professional services, or organizations with multi-state workforces is preferred.

• Familiarity with knowledge management, service delivery, and self-service support models is advantageous.

• Understanding of HR compliance, records management, and auditing requirements is preferred.

• Experience in supporting HR technology platforms and initiatives for process improvement is a plus.

🏝️ Benefits

• Opportunities for professional development.

• A collaborative and customer-centric team environment.

• A workplace that emphasizes continuous improvement and innovation.