HR Service Delivery Specialist

Choice Hotels International • North Bethesda, MD

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About The Position

The HR Service Delivery Specialist delivers centralized, standardized HR services to employees and managers across the enterprise. Operating within a corporate HR Shared Services model, this role serves as a primary point of contact for HR inquiries and transactions, ensuring consistent service delivery, data accuracy, and compliance. The position supports employee lifecycle processes, onboarding, and HR systems while contributing to continuous improvement and operational excellence.

Requirements

• Bachelor’s degree in Human Resources, Business Administration, or related field (or equivalent combination of education and experience)
• 1–2 years of experience in HR, customer service, or administrative support
• Strong attention to detail and ability to handle confidential information
• Clear written and verbal communication skills
• Basic proficiency with HR systems, case management tools, or Microsoft Office

Nice To Haves

• Prior experience in HR, shared services, or a service environment
• Familiarity with HRIS platforms (e.g. Workday)
• Knowledge of basic employment laws and HR best practices
• Experience working in a high-volume, process-driven environment

Responsibilities

• Serve as the first point of contact for employee and manager HR inquiries
• Provide guidance on HR policies, procedures, and programs (e.g., time off, onboarding, general benefits inquiries, training)
• Own HR inquiries and transactions from initial intake through resolution, ensuring timely follow-up, clear communication, and documented closure
• Escalate complex issues to HR Business Partners or Centers of Excellence as appropriate
• Maintain confidentiality and exercise sound judgment when handling sensitive employee information
• Execute standardized HR transactions across the employee lifecycle, including onboarding, job changes, personal data, terminations, org structures, ensuring accuracy and timeliness
• Maintain accurate employee records in Workday in accordance with internal controls and data privacy standards
• Handles HR correspondence and responds to inquiries, including unemployment claims and employment verifications
• Provide administrative support for New Hire Orientation, including coordinating communications with people leaders and new hires
• Adapt to evolving HR Shared Services scope as additional HR functions and processes transition into the model
• Follow standard HR shared services processes and service level agreements (SLAs)
• Document cases, resolutions, and trends to support continuous improvement
• Identify opportunities to streamline processes and improve employee experience
• Ensure HR activities comply with company policies, employment laws, and audit requirements, maintaining required documentation
• Support HR compliance activities, including I-9 processing, audits, reporting, and training completion
• Coordinate inquiry resolution in partnership with HR Centers of Excellence, including Payroll, Benefits, Talent Acquisition, Learning and Talent Development, Employee Relations, and Compensation
• Partner with Legal, Finance, IT, and other internal teams to ensure accurate and aligned HR service delivery
• Support HR Operations initiatives, projects, as needed

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
• Number of Employees: 501-1,000 employees