HR Service Delivery Specialist

Choice Hotels International • North Bethesda, MD

4d • $28 - $29 • Hybrid

About The Position

The HR Shared Services Specialist delivers centralized, standardized HR services to employees, managers, contractors and HR partners across the enterprise. Operating within a corporate HR Shared Services model, this role serves as a primary point of contact for HR inquiries and provides transactional and administrative support across HR service areas. This position currently focuses on benefits and contract labor support, partnering closely with the Benefits and Talent Acquisition teams, and may expand into additional HR Shared Services areas over time. This role contributes to continuous improvement and operational excellence across the function.

Requirements

• Bachelor's degree in Human Resources, Business Administration, or a related field, or an equivalent combination of education and experience.
• One to two years of experience in Human Resources, benefits administration, recruiting coordination, customer service, or administrative support.
• Strong attention to detail and commitment to maintaining accurate records.
• Ability to manage confidential and sensitive information appropriately.
• Clear written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple requests, deadlines, and priorities.
• Basic proficiency with HR systems, applicant tracking systems, and Microsoft Office applications.

Nice To Haves

• Previous experience in HR Shared Services, benefits administration, recruiting coordination, or a high-volume service environment.
• Familiarity with Workday, including Contingent Worker functionality.
• Experience supporting contract labor or contingent worker administration.
• Familiarity with employee benefit programs and applicable benefits regulations.
• Demonstrated ability to work effectively across multiple HR teams and business functions.
• Experience working in a standardized, process-driven environment with established service expectations.

Responsibilities

• Serve as a primary point of contact for employee, manager, and HR inquiries across assigned HR Shared Services areas.
• Own assigned inquiries and transactions from initial intake through resolution, providing timely follow-up, clear communication, and documented closure.
• Research and resolve routine HR service issues, escalating complex or specialized questions to the appropriate subject-matter team or vendor.
• Maintain confidentiality and exercise sound judgment when handling sensitive employee, and HR information.
• Escalate complex or sensitive matters to Talent Acquisition, Benefits, HR Business Partners, Employee Relations, or other Centers of Excellence, as appropriate.
• Adapt to the evolving HR Shared Services model as additional processes and service areas transition into the team.
• Provide employees with general guidance on assigned HR programs and processes, such as benefit plans, eligibility, enrollment, qualifying life events, leave-related benefit questions, and available resources.
• Respond to routine employee and manager inquiries and help employees navigate relevant tools, program information, and vendor resources.
• Support the contract labor process from initial request through engagement, including collecting required documentation, coordinating approvals, initiating system transactions, and tracking completion.
• Maintain contractor records and monitor assignment information, including start dates, end dates, extensions, conversions, and terminations.
• Coordinate required communications and system-access requests for contract workers.
• Assist with audits, reporting, reconciliation, data-quality reviews, and process documentation for assigned service areas.
• Follow standardized HR Shared Services procedures, internal controls, and service-level agreements.
• Document inquiries, transactions, resolutions, and recurring trends to support reporting and continuous improvement.
• Ensure activities within assigned service areas comply with company policies, applicable laws, audit requirements, and record-retention standards.
• Identify opportunities to simplify processes, reduce manual work, improve data accuracy, and enhance the employee experience.
• Partner closely with the relevant HR teams (e.g., Benefits, Talent Acquisition) to deliver accurate and consistent service.
• Coordinate inquiry resolution with HR Centers of Excellence, including HR Operations, Benefits, Payroll, Compensation, HRIS, and Learning and Talent Development.
• Collaborate with Legal, Finance, Procurement, IT, and external vendors to support HR service administration and processing.
• Communicate process requirements, outstanding actions, and deadlines clearly to employees, hiring managers, contractors, and internal partners.

Benefits

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level