Sr . HR Operations Representative

Job Profile Summary
The EBS HR Operations Representative Sr. will act as a second-level resource within HR Connect, providing advanced customer service support to employees by addressing their inquiries and questions The role focuses on resolving complex HR transactions, analyzing problems to identify root causes, and enhancing overall system functionality. The representative provides information on company policies, procedures, and programs, processes various system changes, and updates HR systems. The role ensures efficient and compliant service delivery in line with Company policies, state/provincial laws, and federal regulations is essential.

Job Description
50% Collaborating efficiently and effectively with team members across functional areas, seeking input and assistance as needed. Responsibilities include processing advanced transactions through Service Now tickets and Workday inbox items, adhering to established performance standards including quality and timeliness. This encompasses primary support for tasks such as US and CA terminations, job and organizational changes, CA leaves, anniversary award processing, job profile updates and code assignments, DOT process management, escalated items, and related activities. Additionally, the role requires sharing relevant information to ensure transparent knowledge transfer and enhance the overall capability of the HR functional team, while maintaining confidentiality in all transactions.
20% Provides secondary support for various tasks, including job bidding, onboarding requirements, tuition reimbursement, basic job changes, badging, union membership updates, unlocking timecards, and job qualification updates. Depending on training level and business needs, the role may involve performing more advanced transactions. Additionally, this position is responsible for processing and supporting HR requests such as benefit plan enrollment forms and employee separation/leaves documentation. The role also includes providing basic support, education, and direction to people leaders as needed, and preparing and sending all required information to the Payroll team before the closing of time and attendance. All incoming inquiries and documents are entered in detail into the case management system to ensure a seamless transition from one representative to another.
10% Backup responsibilities for handling incoming calls, responding to voicemails, and converting calls and questions into tickets for closure or further vetting. This also involves managing incoming tickets in the HRC Queue and transferring them to the appropriate HR service for immediate processing.
10% Reviewing documentation and providing timely status updates, guidance, and information to customers, key stakeholders, and peers within the HR functional area teams to ensure case resolution. This includes responding to questions on standard administrative procedures and practices through multiple channels (e.g., ServiceNow, email, phone) as well as creating and/or updating SOPs as needed. The role also involves educating HR customers, encouraging and assisting with self-service tools when appropriate, and escalating non-routine matters to the appropriate individuals.
10% Participates in audit requests, preparing and reviewing documents, engaging in project work, and handling other ad hoc items as requested

Dexian stands at the forefront of Talent Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.  
 
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.