[Hiring] Senior Representative, HR Shared Services @Overview Unified

Role Description

The Senior Representative, HR Shared Services provides specialized support across HR service delivery functions, including onboarding, customer service, and information management. This role resolves moderately complex teammate, candidate and stakeholder inquiries by applying HR process knowledge, sound judgment, strong documentation practices, and a service-oriented approach. The position partners with HR Centers of Excellence and cross-functional teams to ensure accurate, timely, and compliant resolution of cases while supporting a consistent and positive customer experience.

Responsibilities

• Onboarding
  • Review escalated onboarding cases for compliance, timing, documentation, candidate experience, or process risks.
  • Gather, verify, and document details related to background checks, I-9/E-Verify, new hire paperwork, start dates, system access, and other pre-employment requirements.
  • Partner with Talent Acquisition, HR Operations, and HR COEs to resolve onboarding issues, clarify ownership, and escalate cases with sufficient detail.
  • Support moderately complex onboarding issues, including delayed background results, incomplete tasks, I-9/E-Verify questions, offer or start date changes, and new hire transition coordination.
• Customer Service
  • Review escalated customer service cases for risk, sensitivity, and appropriate triage path.
  • Gather and document key facts to identify underlying issues and support timely resolution.
  • Partner with Employee Relations and other HR COEs to resolve escalations and provide complete case details when issues require COE review.
  • Support moderately complex customer service inquiries, including leave, accommodation, performance, workers’ compensation, policy, and other teammate relations questions.
• Information Management
  • Review information management escalations for data accuracy, confidentiality, compliance, system access, or workflow risks.
  • Gather, verify, and document details related to teammate records, HRIS transactions, data corrections, reporting requests, and employee information changes.
  • Partner with HR Operations, HRIS, Payroll, Benefits, and HR COEs to resolve system or data-related cases and clarify data ownership.
  • Support moderately complex information management issues, including record updates, job or position data changes, reporting questions, access concerns, workflow issues, and documentation accuracy.
• Other Responsibilities
  • Provide resolution support for escalated cases within the assigned specialty area, independently resolving moderately complex inquiries across HR domains.
  • Provide Specialists with guidance on appropriate triage, escalation, and information needed to resolve Tier I inquiries accurately and timely.
  • Ensure timely, comprehensive inquiry resolution by adhering to Support Center service-level agreements, communication standards, and documentation expectations.
  • Provide exceptional service by following the department’s model of Service Excellence.
  • Own communications with customers from inquiry receipt through resolution, providing clear, accurate, comprehensive guidance with empathy and professionalism.
  • Log, track, document, and resolve escalated teammate requests using HR service management systems and established operating procedures.
  • Support HR process improvements by identifying recurring issues, providing feedback, and recommending new or updated knowledge articles.
• Additional Job Functions
  • Maintain confidentiality and handle sensitive employee information with discretion.
  • Ensure compliance with company policies and legal regulations in all interactions.
  • Participate in training and development to stay current on HR systems and policies as well as in their area of specialization.
  • Maintain general knowledge in all areas of HR and provide backup support to other Support center teammates as needed.
  • Other duties as assigned.

Qualifications

• High school diploma or GED.
• 2+ years of experience in Human Resources or a closely related field, including HR operations, HR service delivery, HR generalist support, HR administration, customer service, recruiting, or talent acquisition.
• For Information Management: Experience with HRIS systems, including UKG Pro or ADP, strongly preferred.
• For Onboarding: Experience processing electronic onboarding activities, including E-Verify, preferred.

Benefits

• Health Coverage: Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.
• Paid Time Off: Vacation, personal days, and paid holidays to help you recharge.
• Financial & Retirement Planning: 401(k) with employer contribution, plus Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).
• Income Protection: Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.
• Wellbeing Support: Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.
• Professional Development: Opportunities and resources to support your career growth.