The Employee Services Advisor is the main point of contact for all HR functions (benefits, career and talent management, general questions, employee relations, etc.) in a shared services model. This individual will provide accurate and efficient resolutions of issues and tier 1 inquiries through multiple channels (e.g., phone, email) by following appropriate resolution/assessment methodologies (e.g., investigating and research). They will apply knowledge management tools, educate employees (our customer) on COE programs, HR technologies and self-service tools, and determine appropriate course of action or escalation for emerging issues. To ensure a Tiffany experience for our employees, this individual will play a critical role in providing superb customer service and inspiring confidence through effective communication, expert knowledge, and efficient escalation to resolve issues.

Location: This position is in-person at out facility in Parsuppany, NJ with a hybrid schedule.

This role will require occasional Saturday coverage.

Key Accountabilities:

Employee Services

• Create high-quality employee experiences through customer support
• Demonstrate active listening skills to provide consultation and advisory support to our employees of all levels
• Serves as a primary contact for all questions and issues regarding HR related policies, procedures, and systems, including but not limited to benefits, compensation, learning, employee relations/performance, and payroll
• Provide timely, accurate, and efficient resolutions of issues and tier 1 HR inquiries using knowledge management tools
• Escalate complex inquires or cases that need follow up
• Supervise and follow up on all cases to ensure timely resolution on behalf of employees and managers within the established service level agreements (SLAs)
• Collaborate with COEs and HRBPs to ensure clear ownership in addition to providing insights on trends
• Assists and complete special projects on an as needed basis

Knowledge Management:

• Consistently apply knowledge management tools and contribute new or updated information to maintain an accurate and consistent knowledge base in support of customers, peers, and the HR Team

Continuous Improvement

• Provide input for process efficiencies or improvements as you experience them
• Identify efficiencies through simplification, standardization, and automation of processing HR transactions
• Leverage employee interactions to train to and encourage self-service resources

Program Delivery

• Along with COEs and HRIS Administration, facilitate delivery of HR programs
• Support the communication, knowledge management, and administration of related COE programs to ensure effective roll-out of cyclical and ad-hoc processes

Required Qualifications:

• Bachelor’s degree
• 3 years of work experience in Human Resources or call center environment
• Ability to interact well with employees across all levels and functions within the organization
• Experience handling Tier 1 issues, including employee relations
• Shown ability to anticipate and respond to questions properly to ensure they are understood, and messages are tailored to the individual (knowing what drives them, how messages will be received, etc.).
• Exceptional oral and written communication skills; ability to deliver information in a concise manner
• Adept at learning or prior knowledge of HR Systems and applications (i.e.
• knowledge management, case management, Oracle HCM)
• Ability to work independently with minimal direction, but also enjoy working as part of a team
• Proactive and innovative individual who demonstrates excellent discernment
• Maintains calm in fast-paced environment and can successfully handle prioritization of workload
• A client-centric view and ability to think differently to evolve status quo
• High level of professionalism with ability to handle sensitive and confidential information
• Meticulous attention to detail
• Solid understanding of HR, its principles, processes, and policies

Preferred Qualifications:

• Experience in a Shared Services structure
• Multi-lingual preferably in Spanish