[Hiring] Sr HR Service Center Representative @Thrivent

Role Description

This position is responsible for three major areas in our HR Service Center:

• Perform required HR Operational processes for the organization.
• Provide project support by either acting as a team member, leading an improvement initiative, or creating materials that ensure the HR Service Center can run effectively.
• Resolve more complex cases that are escalated and provide back-up as well as coaching to the Customer Care Professional roles.

Duties and Responsibilities:

• Perform HR related operational tasks assigned to the HR Service Center accurately and within Service Level Agreements (SLAs) needed for each task (e.g., I-9 administration, DocuSign administration, job profile set-ups, organizational change updates, data quality/compliance audits, data change requests, etc.).
• Create or revise current Standard Operating Processes (SOPs) and other documentation/materials for HR related operational tasks.
• Continuously maintain the knowledge articles to ensure that the HR Service Center team has access to relevant and up to date information.
• Resolve concerns or problems by researching and/or completing required action while ensuring responses align with Thrivent policies and procedures.
• Suggest, lead, and evaluate process improvements for HR Service Center to reduce time or resources required or to improve the accuracy and efficiencies of HR processes.
• Participate as a HR Service Center subject matter expert in continuous improvement projects across HR.
• Respond to more complex or escalated HR Service Center requests while providing excellent customer service.
• Provide coaching and back-up to Customer Care Professionals when needed.
• Evaluate, interpret, and analyze cases ensuring answers provided align with Thrivent policies and procedures.
• Act as a liaison with the COE (Center of Excellence Teams) or vendor partner, providing insight & recommendations to resolve while identifying opportunities for process improvements.
• Perform root-cause investigation when data or unique situations arise to mitigate future issues.
• Surface trends to COE and train the HR Service Center team on resolution to continue to build knowledge and excellent customer service.

Qualifications

• Associate’s degree in human resources or a related field with three years of progressive HR experience or High School diploma with five years of progressive HR experience.
• In-depth knowledge of HR topics across all COEs – Payroll, Benefits, Performance Management, Recruiting, HRIS, Learning and Development, etc.
• Ability to manage and run HR Operations processes independently and implement process improvements.
• Project and time management skills to deliver on project assignments or entire project plans.
• Strong customer service skills and demonstrated organizational skills.
• Demonstrated peer leadership skills, coaching, and a high degree of accountability.
• Effective verbal and written communication skills with a strong attention to detail.
• Proficient user of case management, HRIS, and knowledge tool systems, Microsoft Excel and Word.
• Ability to work in a fast-paced environment with a variety of personality types, shifting priorities, and frequently changing programs/information.
• Ability to maintain confidentiality of employee information.
• Experience with creation of start to end Standard Operating Procedures for a process.

Requirements

• Bachelor’s Degree in Human Resources or related field (Preferred).
• Three years of experience in a HR Department Service/Call Center (Preferred).
• Three years of experience processing HR Operational Tasks (Preferred).
• Experience with Workday (Preferred).

Benefits

• Various bonuses (including, for example, annual or long-term incentives).
• Medical, dental, and vision insurance.
• Health savings account.
• Flexible spending account.
• 401k.
• Pension.
• Life and accidental death and dismemberment insurance.
• Disability insurance.
• Supplemental protection insurance.
• 20 days of Paid Time Off each year.
• Sick and Safe Time.
• 10 paid company holidays.
• Volunteer Time Off.
• Paid parental leave.
• EAP.
• Well-being benefits.
• Other employee benefits.