HR Services Specialist

Northwestern Mutual

About The Position

Supports the HR Shared Services team as a generalist by independently collaborating on specific Human Resources programs, including, but not limited to the following areas of focus: employee healthcare benefits, onboarding, and more. Researches and recommends solutions to issues. Escalates to the SME when appropriate. This position, with general guidance from an assigned supervisor, resolves complex employee issues and a wide variety of administrative topics. It is a subject matter expert role that develops training, policy manuals, standard operating procedures, knowledge bases, and other tools to help team members quickly resolve requests or issues. Utilize HR tools and systems with expertise in multiple areas of HR Services. Reviews and approves very complex transactions for employees. Effectively interfaces with customers, business partners, third parties, managers, and employees at all levels via phone, email, and in person to ensure the most positive employee and manager experience. Sets expectations with workers regarding logistics and helps answer any questions. This position is expected to follow, develop and improve standard procedures for new and existing processes, resolving issues, and referring highly complex issues to HR Services leadership. Coach, train, and help other team members as needed, acting as a resource to the HR Contact Center and HR Workforce Services representatives on cases that are escalated. Leads / participates in special projects as assigned.

Requirements

Bachelor's Degree (or equivalent combination of education and experience) and at least two years of progressively responsible HR experience, preferably in Human Resources or in a Shared Services environment.
Thorough understanding of Human Resources laws affecting plan administration and operations.
Strong analytical and problem-solving skills, ability to interpret plan documents and apply this knowledge to make solid decisions.
Superior interpersonal skills and the ability to communicate effectively with employees of all levels.
Strong organizational skills, with the ability to independently set priorities, manage multiple assignments and flexibility to meet varying priorities.
Highly self-motivated and self-directed with the ability to manage multiple assignments without close supervision.
Demonstrated computer experience including Word, Excel, SharePoint, Workday, ServiceNow and proficiency with current HR software packages.

Responsibilities

Administers HR plans and programs. This includes interpretation and explanation of complex information, resolving eligibility issues, and facilitates all other problem resolution.
Uses discretion to escalate to appropriate subject matter experts when necessary.
Ensures legal compliance and manages risk.
May be the primary/back-up liaison to third party for HR systems and applications.
Responsible for analyzing data and trends highlighting areas of focus.
Investigates and coordinates the resolution of highly complex cases and other issues with business partners and third parties.
Determines participant communication and educational needs and coordinates these efforts with other SMEs and the corporate communications team.
May take the lead (or back-up) role in HR efforts relating to operational enhancements, working with internal partners, external consultants, and gathering data from various vendors and internal sources.
May act as team lead in identifying training needs for the Shared Services team.
Actively participates in and coordinates/leads team meetings, huddles, and ongoing training.
Monitors assignments and casework needs, adjusting working assignments and proactively helping as needed.
Makes use of policy documents, knowledge bases, manuals and other tools in the day-to-day resolution of complex cases, escalations, and transactions some of which will have escalated from lower tiers in HR Services.
Utilizes a deep understanding of the HR concepts underpinning many policy issues to explain the background and context of rules and procedures to employees with more complex issues.
Responsible for meeting case resolution standards, in accordance with the goals established for the role.
Maintains a close working relationship with the professional level specialists in the core HR functional disciplines to resolve problems or to identify areas of ambiguity needing clarity or improvement.
Uses an in-depth operational knowledge of databases, and other systems to record the outcome of calls and to track patterns in cases.
Assists with orienting/training new employees.