HR Solutions Expert

Role Purpose

Provide excellent service and demonstrate mastery of one core program supported by the HR Solutions Center

• Resolve employee inquiries in the contact center – efficiently interacting with employee and leaders via phone, chat and ticket to answer questions and resolve problems during first contact.
• Manage internal recruiting activity for the business – providing full-cycle internal recruiting services to leaders such as: intake meetings, job postings, candidate screening, interviewing process, candidate scheduling, interview debrief meetings and making job offers.
• Coordinate and schedule candidate interviews – partner with recruiters and leaders to fulfill interview scheduling requests and manage onsite candidate experiences.
• Manage the compliance requirements for new hires and other for-cause reviews – Initiate and adjudicate background check as appropriate, review findings against Asurion standards, make pass/fail determinations in partnership with HR experts or Legal team. Manage escalated issues in partnership with leadership.
  
  

Provide excellent service in some of the support programs managed by the HR Solutions Center

• Provide new employee onboarding support - Manage I-9 processes per guidelines, update HR systems to ensure accuracy when employees do not start on day 1, provide onboarding concierge services to professional new hires as appropriate, supporting day 1 onboarding for corporate hires.
• Processing various invoices for payment and managing purchase orders to support HR operations – Review invoices with business partners, manage timely processing in the finance system, list invoices for accrual by finance as appropriate, create and maintenance purchase orders as appropriate.
• Perform process support activities for various vital programs – Manage the Employee Referral Program payment process, maintain the Job Description Library, create various offer letters for inline promotions, respond to information requests related to unemployment/garnishments/verification of employment, support electronic document processes as appropriate.
  
  

Manage confidential information, improve processes, dependability and owning resolution of issues

• Handle personally identifiable information (“PII”) that pertains to any individual (e.g. employees, job applicants, customers, etc.) in accordance with Asurion’s internal Privacy Policy, Information Privacy Standard, and public facing privacy policies. Complete any required privacy training. Promptly report any known or suspected loss, theft or unauthorized disclosure or use of PII to Global Security & Risk - Privacy Team
• Participate in process improvement projects to drive efficiency and customer experience outcomes.
• Display dependability by being punctual and achieves an appropriate level of attendance.
• Maintains ownership of cases or other increments of work through resolution
  
  

Key Accountabilities

Provide excellent service and demonstrate mastery of at least 2 core programs supported by the HR Solutions Center

Provide efficient interaction through advisory support to employees regarding corporate and/or statutory regulations and policies via phone, chat, ticket or emails;

Coordinate and schedule candidate interviews – partner with recruiters and leaders to fulfill interview scheduling requests and manage onsite candidate experiences.

Manage the compliance requirements for new hires and other for-cause reviews – Initiate and adjudicate background check as appropriate, review findings against Asurion standards, make pass/fail determinations in partnership with HRBP and Recruiting team. Manage escalated issues in partnership with leadership.

Provide new employee onboarding support – collect and follow up on pre-employment requirements per guidelines and update HR systems for hiring.

Process various invoices for payment and managing purchase orders to support HR operations – Review invoices with business partners, manage timely processing in the finance system, list invoices for accrual by finance as appropriate, create and maintenance purchase orders as appropriate.

Responsible in ensuring that all relevant process documentation and policies are up-to-date

Perform process support activities for various vital programs – Manage the Employee Referral Program payment process, maintain the Job Description Library, create various offer letters, respond to information requests related to verification of employment, administer inputs to payroll, provide certificates or letters;

Maintain data integrity of various HR systems and tools and handle personally identifiable information (“PII”) that pertains to any individual (e.g. employees, job applicants, customers, etc.) in accordance with Asurion’s internal Privacy Policy, Information Privacy Standard, and public facing privacy policies. Complete any required privacy training. Promptly report any known or suspected loss, theft or unauthorized disclosure or use of PII to Global Security & Risk - Privacy Team

Participate in process improvement projects to drive efficiency and customer experience outcomes.

Responsible for handling ad hoc tasks that are mission-critical in support of administering HR delivery for onboarding, employee lifecycle and offboarding or events and projects in conjunction with other functions.

Display dependability by being punctual and achieves an appropriate level of attendance

Qualifications:

Education:

Bachelor’s Degree or its equivalence

Experiences, Skillsets & Personal Competencies

At least 1 year experience with some mastery of onboarding, employee lifecycle through offboarding in a shared services or delivery center setup

Strong English communication skills (verbal and written)

Proficient in Microsoft Outlook, Word and PowerPoint

Intermediate working knowledge of Microsoft Excel

Strong ability to multi-task as well as excellent organizational skills

Strong ability to ask probing questions to aid in problem solving

High level of attention to detail and strong analytical skills

Some knowledge on Philippine statutory processes and labor compliance

Excellent customer service skills (honor commitment, engage & listen, respect, own resolution)

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